Are Your Employees Fully Aligned with The Promises You Make to Your Customers and Stakeholders?

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Service pulse

The Service Pulse Research Hub specializes in academic action research. Our mission is to bridge theory and practice, providing organizations with the latest insights on how to align and enhance alignment with customer and stakeholder promises and contextualize them into actionable value propositions.


Our research primarily focuses on service research, emphasizing promise management and organizational promise readiness across four main tracks: Service Readiness, Sustainability Readiness, ESG Readiness, and Brand Readiness. We assess organizations’ promise readiness and explore what it takes for organizations and their co-workers to adopt a coherent promise mindset and function in alignment with customer and other stakeholder promises. We are committed to the Nordic School of Service Research traditions.


The Service Pulse Research Hub is an independent research community committed to the guidelines for responsible conduct of research set by the Finnish National Board on Research Integrity, TENK.

Our Projects

Service encounter Pulse

The Service Encounter module assesses frontline employees’ alignment with service promises in service encounters. Service Promises set customers’ expectations for value formation and service delivery in service encounters during their entire customer journey. Frontline employees’ promise aligned performance reflects on customers’ value experiences throughout all touchpoints and encounters in the service process. A coherent level of promise alignment is a necessity for successful service delivery.

To be able to fulfil customer promises is a necessity for a high level of employee service motivation and engagement. Service motivation and engagement impact employees’ well-being at work. Coherency in promise aligned service performance impacts an organization’s human- as well as financial well-being.

Sustainability pulse

Many companies today give ambitious sustainability and corporate responsibility promises. Unfortunately, these are not always known or (seen as credible) by the employees, which eventually hinders the success of these initiatives.

With the Sustainability pulse your company can easily measure how aligned the employees are with your corporate social responsibility and sustainability promises. The Sustainability pulse also alerts when
alignment actions are required.

ESG pulse

Many companies today give ambitious sustainability and corporate responsibility promises. Unfortunately, these are not always known or (seen as credible) by the employees, which eventually hinders the success of these initiatives.

With the Sustainability pulse your company can easily measure how aligned the employees are with your corporate social responsibility and sustainability promises. The Sustainability pulse also alerts when alignment actions are required.

brand pulse

Brand Promise Pulse module is about employee brand promise alignment. Alignment means that employees think and perform in line with what the firm promises in terms of value to customers i.e., employees emotional buy-in of brand values and propositions, brand supporting behaviour and brand ambassadorship. A brand works as a promise towards the stakeholders of the firm. 

The explicit brand promise is a statement. To live up to the brand position your firm aspires, requires a brand promise aligned to the emotional and behavioural attitude of all your employees

Customer Promise Alignment refers to an organization’s readiness to keep their customer promise and employees’ motivation and engagement to live up to these promises. Research shows evidence that customers expect firms to keep what they promise. Promises raise customers’ expectations  about the brand, service quality and the firm’s CSR role. Therefore, firms need to make sure not to set customer expectations which cannot be met. Expectations can be met when employees are aligned with the promises.

Employees want to live up to customer promises, but promises cannot be successfully kept unless the employees are aligned with these. Promises are made in all communication a firm is engaged in. They are made in different forms, from brand- service and CSR  promises to precise value benefits. In practice promises are often fuzzy.  In practice there is often a Promise – performance Gap: Employees might be unaware what is promised or might not understand what the promises. Promise alignment fills this Promise-Performance Gap.

 

Customer Promise Alignment – Fill The Promise –Performance Gap!

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