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A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement by Praveen Gupta, Rajesh K. Tyagi

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Chapter 9. Innovation and Execution

In today’s competitive global marketplace, employee engagement enables a service firm to tap its own resources for developing innovative services and solutions as well as sustaining business financial performance. The engagement, defined as the attitude of employees toward issues such as “Great Place to Work” or “Employer of Choice” or similar indices, is driven by socioeconomic factors, business practices in a particular geographical context, the culture of the firm, the position of an employee within a firm’s decision-making hierarchy, and the size of the firm. Generally speaking, a large service firm will find it more challenging to engage all of its employees.

Based on the literature available, no common ...

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