Employee Experience Architecture and Retention Governance in Human Resource Management

DOI

10.2991/978-94-6239-777-4_91How to use a DOI?

Keywords

Human Resource Management; Employee Experience; Retention Governance; Workforce Analytics; Retail Service

Abstract

Employee retention has become a strategic question for service organizations because labor scarcity, unstable schedules and digital monitoring have changed the economics of frontline work. This paper examines human resource management through the case of Harbor Coffee Group, a composite retail service enterprise that expanded rapidly after 2020 and then faced rising voluntary turnover among store employees. The analysis argues that the central problem was not a single wage policy but a weak employee experience architecture. Scheduling, supervisor behavior, learning opportunities and internal mobility were managed as separate routines, so employees could not see a credible employment relationship. The paper explains how the company rebuilt retention governance through workforce analytics, store manager accountability, skill based progression and employee voice channels. The findings show that human resource management creates economic value when it treats retention as an integrated operating system rather than a short term labor cost issue.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Ying Sun
AU  - Yixin Zhang
PY  - 2026
DA  - 2026/09/30
TI  - Employee Experience Architecture and Retention Governance in Human Resource Management
BT  - Proceedings of the 2026 8th International Conference on Economic Management and Cultural Industry (ICEMCI 2026)
PB  - Atlantis Press
SP  - 898
EP  - 903
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-777-4_91
DO  - 10.2991/978-94-6239-777-4_91
ID  - Sun2026
ER  -