Assessing induction programme as a service: reflections on assessing organisational services through service design lens

ABSTRACT:

This paper explores the assessment of employee induction as a service, through the lens of service design. The service assessment methodology was a multi-method and a multi-stakeholder approach, uncovering how processes, touchpoint interactions and servicescape shape onboarding experiences of new joiners. The paper highlights the researchers’ reflections about using the methodology in organizational context and portrays the value of assessing organizational services through service design lens. The reflections offer practical insights applicable to assessment of other organizations services.