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Effective Engagement of Field Service Teams

In: Transforming Field and Service Operations

Author

Listed:
  • Tanya Alcock

    (Research and Innovation, BT Technology, Services and Operations)

  • Jonathan Malpass

    (Research and Innovation, BT Technology, Services and Operations)

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.

Suggested Citation

  • Tanya Alcock & Jonathan Malpass, 2013. "Effective Engagement of Field Service Teams," Springer Books, in: Gilbert Owusu & Paul O’Brien & John McCall & Neil F. Doherty (ed.), Transforming Field and Service Operations, edition 127, chapter 0, pages 199-212, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-44970-3_13
    DOI: 10.1007/978-3-642-44970-3_13
    as

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