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

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

Received: 04 Nov 2013
Accepted: 27 Feb 2014
Published online: 29 May 2015 *

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