Department of Management

Employee Experience Managers: Here to manage experiences or expectations? Exploring the unintended consequences of employee experience related job titles

Research output: Contribution to conferenceConference abstract for conferenceResearchpeer-review

Companies such as Airbnb, Amazon, Adobe or Deloitte aim to provide their employees with great experiences. As part of this movement, organizations increasingly employ managers, who are in charge of understanding and improving the internal employee experience. Various theories such as identity theory or organizational role theory emphasize that new roles create tensions inside organizations and particularly employee experience managers have the potential to create a high degree of tensions due to the newness of the topic, its potential overlap with HR and the indirect promise such a role caries along. Yet little is known about those tensions. By drawing on the basic elements of organizational role theory, this study investigates the job tensions employee experience managers face with respect to the organizational context they occur in. The study draws on interviews with 40 employee experience managers. Results indicate that role tensions can be grouped in role tensions resulting from the role initiation or tensions resulting from role enactment and coping strategies can be distinguished accordingly.
Original languageEnglish
Publication year1 Sep 2020
Publication statusPublished - 1 Sep 2020
EventBritish Academy of Management Conference 2020 - online
Duration: 2 Sep 20204 Sep 2020


ConferenceBritish Academy of Management Conference 2020
Internet address

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ID: 197317573