{"id":15963,"date":"2025-06-17T14:56:17","date_gmt":"2025-06-17T14:56:17","guid":{"rendered":"https:\/\/zedex.co.in\/vipulp\/?post_type=product&#038;p=15963"},"modified":"2025-06-17T14:56:20","modified_gmt":"2025-06-17T14:56:20","slug":"hrm-in-service-sector-management","status":"publish","type":"product","link":"https:\/\/zedex.co.in\/vipulp\/product\/hrm-in-service-sector-management\/","title":{"rendered":"HRM in Service Sector Management"},"content":{"rendered":"<h1><strong>SYLLABUS<\/strong><\/h1>\n<p><strong>(1)\u00a0\u00a0\u00a0\u00a0 <\/strong><strong>Service Sector Management \u2013 An Overview:<\/strong><\/p>\n<ul>\n<li><strong>Services:<\/strong> Meaning, Features, Classification of Services: End User, Degree of Tangibility, People Based Services, Expertise Required, Orientation Towards Profit, By Location.<\/li>\n<li><strong>Service Sector Management:<\/strong> Meaning, Significance of Service Sector, Reasons for Growth in Service Sector.<\/li>\n<li><strong>Service Organization:<\/strong> Importance of Layout and Design of Service Organization, Servicescape.<\/li>\n<li><strong>Service Culture in Organization:<\/strong> Meaning, Developing Service Culture in Organization.<\/li>\n<li><strong>Relationship Marketing:<\/strong> Meaning, Need and Importance in Service Sector Organizations, Six Market Model.<\/li>\n<li>Role of Service Employee.<\/li>\n<li><strong>Role of Customers in Service Process:<\/strong> Customers as Productive Resources, Customers as Contributors to Service Quality, Customers as Competitors.<\/li>\n<li><strong>Service Encounter and Moment of Truth:<\/strong> Meaning, Nature, Elements of Service Encounter.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>(2)\u00a0\u00a0\u00a0\u00a0 Managing Human Element in Service Sector:<\/strong><\/p>\n<ul>\n<li><strong>Human Element in Service Sector:<\/strong> Introduction, Role and Significance.<\/li>\n<li>The Services Triangle.<\/li>\n<li><strong>Front Line Employees\/Boundary Spanners:<\/strong> Meaning, Issues Faced by Front Line Employees: Person\/Role Conflicts, Organization \/ Client Conflict, Inter client Conflict.<\/li>\n<li><strong>Emotional Labour:<\/strong> Meaning, Strategies for Managing Emotional Labour.<\/li>\n<li><strong>Recruitment in Service Sector:<\/strong> Recruiting Right People, Recruitment Procedures and Criteria, Challenges in Recruitment in Service Sector.<\/li>\n<li><strong>Selection of Employees in Service Sector: <\/strong>Interviewing Techniques: Abstract Questioning, Situational Vignette, Role Playing.<\/li>\n<li>Develop People to Deliver Service Quality.<\/li>\n<li>Compensating Employees in Service Sector.<\/li>\n<li>Motivating Employees for Services.<\/li>\n<li><strong>Empowerment of Service Workers:<\/strong> Meaning, Advantages and Limitations.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>(3)\u00a0\u00a0\u00a0\u00a0 Issues and Challenges of HR in Service Sector:\u00a0<\/strong><\/p>\n<ul>\n<li><strong>Quality Issues in Services:<\/strong> Meaning and Dimensions of Service Quality, The Service \u2013 Gap Model, Reasons and Strategies to fill the Gaps.<\/li>\n<li><strong>Delivering Services through Agents and Brokers:<\/strong> Meaning, Advantages, Challenges, Strategies for Effective Service Delivery through Agents and Brokers.<\/li>\n<li>HRM in Public Sector Organizations and Non-Profit Sector in India.<\/li>\n<li><strong>Issues and Challenges of HR in Specific Services:<\/strong><\/li>\n<li><strong>Business and Professional Services:<\/strong> Banking and Insurance, Legal, Accountancy.<\/li>\n<li>Infrastructure: Roads, Railways, Power.<\/li>\n<li>Public Services: Police, Defense, Disaster Management.<\/li>\n<li><strong>Trade Services:<\/strong> Wholesale and Retail, Advertising, Maintenance and Repairs.<\/li>\n<li><strong>Personnel Services:<\/strong> Education, Health Care, Hotels.<\/li>\n<li>Social and Charitable Services.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>(4)\u00a0\u00a0\u00a0\u00a0 HRP Evaluation, Attrition, Retention and Globalisation:<\/strong><\/p>\n<ul>\n<li><strong>Human Resource Planning Evaluation in Service Sector:<\/strong> Meaning, HRP Evaluation Process, Purpose of HRP Evaluation in Service Sector, Issues Influencing HRP Evaluation in Service Sector.<\/li>\n<li><strong>Service Leadership:<\/strong> Meaning, Integrating Marketing Operation and Human Resources, Creating a Leading Service Organization, The Service \u2013 Profit Chain Model.<\/li>\n<li><strong>Attrition in Service Sector:<\/strong> Meaning, Reasons for Attrition in Service Sector, Cycle of Failure, Cycle of Mediocrity and Cycle of Success.<\/li>\n<li><strong>Retaining the Best People in Service Sector: <\/strong>Including Employees in Company\u2019s Vision, Treat Employees as Customers, Measure and Reward String Service Performers.<\/li>\n<li><strong>Globalization of Services:<\/strong> Meaning, Reasons for Globalization of Services, Impact of Globalization on Indian Service Sector. Organisational Effectiveness, Ways to Enhance Organisational Effectiveness.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<h3>TYBMS &#8212; SEMESTER &#8211; VI<\/h3>\n<h2>Author: Prerna Sharma<\/h2>\n<h2>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Parveen Nagpal<\/h2>\n<h2>SEVENTH REVISED EDITION 2025<\/h2>\n","protected":false},"featured_media":15096,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"product_brand":[],"product_cat":[1049,1206,1200,1062],"product_tag":[],"class_list":{"0":"post-15963","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-bms-b-com-ms","7":"product_cat-elective-hr-semester-vi-t-y-bms","8":"product_cat-semester-vi-t-y-bms","9":"product_cat-t-y-bms","11":"first","12":"instock","13":"shipping-taxable","14":"purchasable","15":"product-type-simple"},"acf":[],"_links":{"self":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product\/15963","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/types\/product"}],"replies":[{"embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/comments?post=15963"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/media\/15096"}],"wp:attachment":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/media?parent=15963"}],"wp:term":[{"taxonomy":"product_brand","embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product_brand?post=15963"},{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product_cat?post=15963"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product_tag?post=15963"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}