Developing Integrated Cycle for Implementing Experience Management in Organizations

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Abstract

The purpose of this study was to develop integrated experience management cycle as a basis for executing experience management in organizations. The method used in this study was qualitative and a type of meta-study known as meta-synthesis. In order to perform the research, after designing research questions, systematic search of researches was carried out based on relevant keywords from six internal databases and eleven external databases (from beginning to the end of April 2017) and 13 researches selected purposefully as sampling. By reviewing the researches, researchers identified seven stages, i.e.: experience activation, experience collection, experience engineering, experience maintaining, experience dissemination, experience perception and experience use which are respectively connected through seven processes, i.e.: evaluation, edition, storing, transfer, contextualization, adaption and update. Also, the stages and processes are surrounded by five components, i.e.: organizational culture, experience management technology, experience management strategy, experience management metric and experience management team. Based on these stages and processes, the integrated experience management cycle was developed and its reliability and validity approved. The results of this study can be used as a basis for planning of managers in execution of experience management in organizations.

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