Of these three results, service, engagement I agree that the only word I remember hearing very often was results. In fact until the last few years, I don't think I ever heard the word engagement. I remember one boss telling us every time we reported a status, "Show me. I'm from Missouri". I could never figure out why he said that until I, just by chance, saw a Missouri license plate that had "The Show Me State" along the bottom edge. Huh! Now I get it. Communication was not his forte. Getting back to the article though, results are tangible and as you pointed out results can be measured, monitored and rewarded.

You're right that only using results as an indicator of status can introduce competition and a winner/loser culture. One thing I see happening today is the customer survey. What was once a tool for measuring customer satisfaction is now potentially flawed as far as encouraging and inspiring the workforce. I know of several organizations where employee raises are based on how many surveys are returned from customers. They also use the ratings, but we all know that the surveys coming back are often the ones where a complaint, whether valid or not, are reported.

To put a reliable focus on service and engagement, we need solutionzs that include the full cycle and scale of engagement, service, results, and a way to accurately assess what's really going on. The culture of the workplace will improve when that happens because people will trust their employer and the employer will trust the employees.