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Erschienen in:
IT Exploitation Through Business Transformation: Experiences and Implications Kapitel lesen Erstes Kapitel lesen

2013 | OriginalPaper | Buchkapitel

13. Effective Engagement of Field Service Teams

verfasst von : Tanya Alcock, Jonathan Malpass

Erschienen in: Transforming Field and Service Operations

Verlag: Springer Berlin Heidelberg

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Abstract

Successfully engaging and motivating any work force is vital; how to accomplish such a challenge is the focus of this chapter. It is the shared view of the authors that attaining employee engagement requires a finely tuned mix of actions based upon understanding the workforce from a qualitative and quantitative viewpoint. The qualitative view, based on social science research, reveals insights into peoples’ actions, their behaviours, attitudes and values. The quantitative view provides the essential knowledge and information to facilitate the employee’s job in hand as well as enable the workforce to reach their full potential. This chapter outlines nine components which emerged from this approach, components that any organisation needs to understand and action to influence employee engagement.

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Vorheriges Kapitel Understanding Team Dynamics with Agent-Based Simulation
Nächstes Kapitel The Asset Replacement Problem State of the Art
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Metadaten
Titel
Effective Engagement of Field Service Teams
verfasst von
Tanya Alcock
Jonathan Malpass
Copyright-Jahr
2013
Verlag
Springer Berlin Heidelberg
Buch
Transforming Field and Service Operations

Print ISBN: 978-3-642-44969-7

Electronic ISBN: 978-3-642-44970-3

Copyright-Jahr: 2013

DOI
https://doi.org/10.1007/978-3-642-44970-3_13