Ionel, Irina; Balahur, Doina - In: CES working papers 16 (2024) 1, pp. 39-63
resource technology performance, showing that we are measuring mostly service efficiency instead of measuring employee and … over the holistic experience mediated by technology. Outdated key performance indicators are no longer capable of driving … further innovation, setting the stage for failure in keeping employees engaged. Furthermore, we believe that now more than …