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

Tripti Singh, Shefali Nandan and Ginni Chawla

International Journal of Indian Culture and Business Management, 2015, vol. 10, issue 4, 460-475

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. (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (2)

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