Exportar Publicação

De Vos, S., Haykal, K.-A., Qesja, B., Soleimani, S., Harris, J., Lipnickas, G....Rajic, S. (2026). Enhancing phygital employee experience in high-involvement professional service organizations. Journal of Services Marketing. N/A

S. D. Vos et al.,  "Enhancing phygital employee experience in high-involvement professional service organizations", in Journal of Services Marketing, vol. N/A, 2026

@article{vos2026_1777305371337,
	author = "De Vos, S. and Haykal, K.-A. and Qesja, B. and Soleimani, S. and Harris, J. and Lipnickas, G. and Ahmadi, S. R. B. and Brochado, A. and Hill, S. R. and Rajic, S.",
	title = "Enhancing phygital employee experience in high-involvement professional service organizations",
	journal = "Journal of Services Marketing",
	year = "2026",
	volume = "N/A",
	number = "",
	doi = "10.1108/JSM-09-2025-0707",
	url = "https://www.emerald.com/jsm"
}

TY  - JOUR
TI  - Enhancing phygital employee experience in high-involvement professional service organizations
T2  - Journal of Services Marketing
VL  - N/A
AU  - De Vos, S.
AU  - Haykal, K.-A.
AU  - Qesja, B.
AU  - Soleimani, S.
AU  - Harris, J.
AU  - Lipnickas, G.
AU  - Ahmadi, S. R. B.
AU  - Brochado, A.
AU  - Hill, S. R.
AU  - Rajic, S.
PY  - 2026
SN  - 0887-6045
DO  - 10.1108/JSM-09-2025-0707
UR  - https://www.emerald.com/jsm
AB  - Purpose
This paper aims to explore how the employee experience (EX) is shaped and managed during phygital transformation in high-involvement professional services. It investigates how the integration of phygital services impacts employees’ experiences across cognitive, conative, affective, social and spiritual dimensions and well-being.
Design/methodology/approach
A qualitative research design was used, gathering rich empirical data from two distinct contexts: entrepreneurial strength and conditioning coaches and a large public medical education institution. This comparative approach allowed for an in-depth analysis of the EX across different organizational structures.
Findings
The study identifies a suite of essential “phygital competencies,” including digital literacy, data fluency, problem-solving and cross-channel orchestration, adaptability and resilience and tech-enabled empathy, required for success. It reveals a critical “implementation gap” where poor execution of the “implementation” managerial step triggers employee frustration and reveals skill gaps, negatively cascading across the EX. A key differentiator is spiritual alignment; employees maintain resilience when technology is clearly linked to a higher purpose but resist when this connection is obscured.
Originality/value
This paper provides an empirically grounded extension of the EX framework, introducing the novel concept of “phygital competencies.” It offers a nuanced, context-specific phygital EX matrix for managers, demonstrating that successful strategy must differ between agile, purpose-driven enterprises and large, structured institutions to effectively support employee well-being and performance.
ER  -