Paper Number
ICIS2025-1502
Paper Type
Complete
Abstract
The rise of remote work has transformed workplace culture, prompting this study’s introduction of Digital Employee Experience (DEX). We define DEX as collective, consciously lived-through responses and reactions to stimuli related to firm-controlled IT-related interactions, processes, and services within a specific, job-related context. DEX represents a critical area for understanding employee perceptions in multi-information systems environments. Drawing on user, employee, and customer experience literature, we argue that proactively designing digital workplaces is crucial to address how pervasive IT shapes employees’ relationships with technology and their professional identities. Using semi-structured interviews and a critical realist lens, our findings reveal DEX is not solely a product of technology interactions but a complex, subjective experience influenced by individual perceptions, social dynamics, and organizational practices. Notably, employees expect seamless digital integration, mirroring customer service expectations and highlighting the need for organizations to proactively manage IT tools and processes.
Recommended Citation
Tang, Willi; Freise, Leonie Rebecca; Horn, Viktoria; Li, Mahei Manhai; Zilker, Sandra; Draude, Claude; and Matzner, Martin, "What Constitutes Digital Employee Experience? A Conceptualization" (2025). ICIS 2025 Proceedings. 10.
https://aisel.aisnet.org/icis2025/is_transformwork/is_transformwork/10
What Constitutes Digital Employee Experience? A Conceptualization
The rise of remote work has transformed workplace culture, prompting this study’s introduction of Digital Employee Experience (DEX). We define DEX as collective, consciously lived-through responses and reactions to stimuli related to firm-controlled IT-related interactions, processes, and services within a specific, job-related context. DEX represents a critical area for understanding employee perceptions in multi-information systems environments. Drawing on user, employee, and customer experience literature, we argue that proactively designing digital workplaces is crucial to address how pervasive IT shapes employees’ relationships with technology and their professional identities. Using semi-structured interviews and a critical realist lens, our findings reveal DEX is not solely a product of technology interactions but a complex, subjective experience influenced by individual perceptions, social dynamics, and organizational practices. Notably, employees expect seamless digital integration, mirroring customer service expectations and highlighting the need for organizations to proactively manage IT tools and processes.
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03-Transformation