The Role and Influence of Organization Support to Improve Employee Experience Platforms (EXP): Thrive, Not Just Survive

Abstract

Employee Experience Platforms (EXPs) are increasingly implemented across organizational settings to enhance internal communication, engagement, and well-being. However, despite their growing adoption, sustained employee engagement with these platforms often remains suboptimal—largely due to deficiencies in organizational support (OS). Grounded in Social Exchange Theory (SET), this study investigates the nature and impact of organizational support mechanisms that facilitate reciprocal employee engagement with EXPs, conceptualized as exchanges of intangible workplace resources. Drawing upon a qualitative, triangulated research design, data were collected through 26 semi-structured interviews alongside a longitudinal content analysis of 157 employee-submitted comments. Thematic analysis identified four critical forms of organizational support that significantly shaped employee interactions with the platform: timely responsiveness to employee inquiries, provision of constructive and meaningful feedback, formal recognition and rewards for participation, and the communication of tangible outcomes resulting from platform engagement. This research advances theoretical understanding of reciprocity within digital employee experience ecosystems, offering a human-centric perspective on how support structures embedded in HR practices influence platform utilization. By employing a rigorous multi-method qualitative approach, the study contributes to methodological robustness in EXP research and delivers actionable insights for HR professionals seeking to optimize employee engagement through targeted, evidence-based support strategies.