Harmonizing Hospitality: A Conceptual Framework for HRM Practices in the Service Industry
Author(s): Prof. Abhijit Ghosh, Prof. (Dr.) Abhijit Pakira
Publication #: 2512026
Date of Publication: 21.12.2025
Country: India
Pages: 1-8
Published In: Volume 11 Issue 6 December-2025
DOI: https://doi.org/10.62970/IJIRCT.v11.i6.2512026
Abstract
Human Resource Management plays a central role in shaping service quality, customer experience, and organizational success in the hospitality and broader service industries. These sectors rely heavily on employee behaviour, emotional intelligence, and customer interaction, creating a unique need for integrated HRM practices that support both employee well-being and service performance. This conceptual paper develops a comprehensive framework that connects recruitment, training, performance management, rewards, and engagement strategies to key organisational outcomes. The framework highlights the mediating role of employee motivation, service competence, and job satisfaction, as well as the moderating role of organisational culture, leadership style, and technology adoption. The service industry faces persistent challenges, including high turnover, skill shortages, and the growing demand for personalised and technology-enabled customer experiences. The proposed framework offers guidance for practitioners seeking to strengthen HRM systems and align them with service excellence goals. For researchers, it opens pathways for empirical validation across hospitality, tourism, retail, and other service-centric sectors. Overall, this study positions harmonized HRM practices as a strategic driver of competitive advantage in the service industry.
Keywords: Human Resource Management, Service industry, hospitality.
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