Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Science in Industrial Relations Management

Subject Categories

Business Administration, Management, and Operations | Entrepreneurial and Small Business Operations


Ramon V. Del Rosario College of Business


Commercial Law

Thesis Advisor

Jose Samson

Defense Panel Chair

Jocelyn Cruz

Defense Panel Member

Neptali Salvanera
Severo Madrona Jr.


In the past year, the nature of work has changed drastically in the face of the pandemic such that working from home became the new normal. It is therefore timely to study the employee experience of an SME as it adapted to this change. In this regard, the present study aims to determine the level of employee experience in the SME, determine if the employees have positive experience in the company in this new normal, and confirm if the programs in place are effective. The cultural, technological, and physical environment were used as variables in measuring the level of employee experience. The Employee Experience Equation of Jacob Morgan served as the basis for the theoretical framework of the study. Morgan’s Employee Experience Index was adapted for the research instrument (survey) for the respondents from the SME. The survey questions seek to evaluate the employee experience score of the SME in the new normal. Finally, data gathering was supplemented by a focus group discussion with the line managers to gain supporting insights about employee experience. The results indicate that the SME is at the PreExperiential level of the Employee Experience Index and that the employees generally have a positive experience in the company even in the context of the new normal.

Abstract Format






Physical Description

vii, 92 leaves


Small business--Philippines; Small business—Philippines—Employees; Corporate culture--Philippines; COVID-19 Pandemic, 2020- --Philippines

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