Vol: 1, Issue: 2 2011

Page: 36-41

Role of Supervisory Support and Management Commitment to Service Quality

Rohit Arya

There is no room for debate over the rising importance of services in today’s world. This has been established well in the previous chapter on review of literature by various researchers over the time. The service sector dominates the economies world over. India is no exception. We as a nation are developing and being active members in the world trade, we need to know the rules of the game. Presently, the Indian service sector is in a developing state. The competition at such stages ought to be intense. To achieve a competitive advantage companies, are striving hard to develop competencies. The capabilities in the form of human resources are a must for every firm focusing on providing quality services to secure a competitive edge. The human resource practices of a firm and employees behaviour may affect the quality of services. Moreover, it is imperative for any organization to provide quality services to secure customer loyalty which is important for the firm performance. The study was aimed at studying the impact of human resources practices on service quality. It also aimed at assessing the impact of employees’ behaviour on service quality in service industry. Precisely the problem was defined as, “A Study of the Impact of Human Resource Practices and Employees’ Behaviour on Service Quality in Service Industry”.