Int. J. of Indian Culture and Business Management   »   2015 Vol.10, No.4

 

 

Title: HR service dimensions of quality of work life factors: IT enabled services perspectives in India

 

Authors: Tripti Singh; Shefali Nandan; Ginni Chawla

 

Addresses:
School of Management Studies, Motilal Nehru National Institute of Technology, Teliarganj, Allahabad – 211004, Uttar Pradesh, India
School of Management Studies, Motilal Nehru National Institute of Technology, Teliarganj, Allahabad – 211004, Uttar Pradesh, India
School of Management Studies, Motilal Nehru National Institute of Technology, Teliarganj, Allahabad – 211004, Uttar Pradesh, India

 

Abstract: With the changing work-life parameters, quality of work life (QWL) is becoming an important issue from the perspective of an organisation as well as employees. India's competitive cost advantage of Information Technology Enabled Services (ITES) industry can be attributed to its people, particularly HR practices. The present paper identifies various dimensions of HR services of QWL factors through empirical study. The five QWL factors identified are: social aspects, work aspects, human resource policies, work environment, and other life domain factors. The study makes an attempt to integrate the concepts of HR service quality and QWL factors. The identified HR service dimensions are empathy, responsiveness, tangibility, safety and security and reliability.

 

Keywords: quality of work life; QWL; employees; Information Technology Enabled Services; ITES; work environment; HR service dimensions; SERVQUAL; India.

 

DOI: 10.1504/IJICBM.2015.069647

 

Int. J. of Indian Culture and Business Management, 2015 Vol.10, No.4, pp.460 - 475

 

Available online: 04 Apr 2015

 

 

Editors Full text accessAccess for SubscribersPurchase this articleComment on this article