Contact Jack Chivers
Jack has over twenty years' experience in working across several industries, with a particular focus in the financial services sector. His areas of expertise include Business Intelligence & Analysis, Financial Planning, and Management Accounting. He is a Fellow Member of the Association of Chartered Certified Accountants and an Associate Member of the Institute of Mathematics and its Applications, and holds an MBA (Open University Business School) and BSc degrees in both Applied Accounting (Oxford Brookes University) and Mathematics (Sussex University).
The relationship between financial incentive schemes offered to members of an organisation, and their level of customer orientation. Although the practice of incentivising people to work towards personal, departmental and/or organisational goals is commonplace, the existing literature shows such schemes often have unexpected and at times, undesirable impacts.
Organisations need to provide high levels of customer service to ensure they satisfy and retain those customers. Therefore, any impact from an incentive scheme on people's disposition to offer good service could significantly impact organisational success. Thus increasing our understanding of how these two areas interact would be a valuable addition to current knowledge.
- Chivers J, Franco-Santos M & Bourne M (2022) Understanding the relationship between employee incentive schemes and customer experience: A systematic literature review. In: The European Institute for Advanced Studies in Management Reward Management Conference, Vlerick Business School, Brussels, 1-2 December 2022.