다양성, 형평성, 포용성(DEI)에 기반한 직원경험 향상에 관한 고찰

This study emphasizes the significant role of employee experience in building excellent customer experience. It assumes that innovative and differentiated customer experiences originate from positive employee experiences within the organization. Starting from this assertion, it discusses the foundation of positive experiences in the workplace perceived by employees, centered on the values of diversity, equity, and inclusion (DEI) where various perspectives, values, and opinions of employees are respected. It also explores ways to enhance employee experience by effectively managing these DEI values through case studies of five global companies: Accenture, Southwest Airlines, Netflix, LinkedIn, and Starbucks, and derives implications. To this end, this study first examines from a theoretical background how internalizing and implementing DEI values can affect employee experience from the perspective of intrinsic motivation. In particular, it explains the process by which the interaction of the three principles of DEI motivates employees intrinsically, thereby positively affecting employee experience, based on various motivation theories. Next, after reviewing the main issues related to DEI in Korea, such as gender and generation and age, it aimed to derive richer implications by examining the cases of five global companies in multiple angles to look deeper into the response strategies for companies’ DEI management. Through these comprehensive discussions, in conclusion, it presents guidelines for effective management of DEI values for positive employee experience along with a summary of this study, and proposes implications and future research directions.