HRM In Service Sector Management – Revised TYBMS Syllabus 2016


HRM In Service Sector Management – Revised TYBMS Syllabus 2016

Modules at a Glance

SN Modules  No. of Lectures
 1  Service Sector Management- An Overview  15
 2  Managing Human Element in Service Sector  15
 3  Issues and Challenges of HR in Service Sector  15
 4  HRP Evaluation, Attrition, Retention & Globalization  15
 Total  60

HRM In Service Sector Management – Syllabus Overview

SN Modules/ Units
 1  Service Sector Management- An Overview
a) Service Sector Management- An Overview:

• Services – Meaning, Features, Classification of Services: End User, Degree of Tangibility, People Based Services, Expertise Required, Orientation Towards Profit, By Location
• Service Sector Management – Meaning, Significance of Service Sector, Reasons for Growth in Service Sector
• Service Organization – Importance of Layout and Design of Service Organization, Servicescape
• Service Culture in Organization – Meaning, Developing Service Culture in Organization
• Relationship Marketing – Meaning, Need and Importance in Service Sector Organizations, Six Market Model
• Role of Service Employee
• Role of Customers in Service Process– Customers as Productive Resources, Customers as Contributors to Service Quality, Customers as Competitors
• Service Encounter and Moment of Truth –Meaning, Nature, Elements of Service Encounter

 2  Managing Human Element in Service Sector
a) Managing Human Element in Service Sector:

• Human Element in Service Sector – Introduction, Role and Significance
• The Services Triangle
• Front Line Employees /Boundary Spanners– Meaning, Issues Faced by Front Line Employees: Person/ Role Conflicts, Organization/ Client Conflict, Interclient Conflict
• Emotional Labour – Meaning, Strategies for Managing Emotional Labour
• Recruitment in Service Sector– Recruiting Right People, Recruitment Procedures and Criteria, Challenges in Recruitment in Service Sector
• Selection of Employees in Service Sector – Interviewing Techniques: Abstract Questioning, Situational Vignette, Role Playing
• Develop People to Deliver Service Quality
• Compensating Employees in Service Sector
• Motivating Employees for Services
• Empowerment of Service Workers – Meaning, Advantages and Limitations

 3  Issues and Challenges of HR in Service Sector
a) Issues and Challenges of HR in Service Sector:

• Quality Issues in Services: Meaning and Dimensions of Service Quality, The Service – Gap Model, Reasons and Strategies to fill the Gaps
• Delivering Services through Agents and Brokers – Meaning, Advantages, Challenges, Strategies for Effective Service Delivery through Agents and Brokers
• HRM in Public Sector Organizations and Non – Profit Sector in India
• Issues and Challenges of HR in Specific Services:

# Business and Professional Services: Banking and Insurance, Legal, Accountancy
# Infrastructure: Roads, Railways, Power
# Public Services: Police, Defense, Disaster Management
# Trade Services: Wholesale and Retail, Advertising, Maintenance and Repairs
# Personnel Services: Education, Health Care, Hotels

• Social and Charitable Services

 4  HRP Evaluation, Attrition, Retention & Globalization
a) HRP Evaluation, Attrition, Retention & Globalization:

• Human Resource Planning Evaluation in Service Sector – Meaning, HRP Evaluation Process, Purpose of HRP Evaluation in Service Sector, Issues Influencing HRP Evaluation in Service Sector
• Service Leadership – Meaning, Integrating Marketing Operation and Human Resources, Creating a Leading Service Organization, The Service – Profit Chain Model
• Attrition in Service Sector –Meaning, Reasons for Attrition in Service Sector, Cycle of Failure, Cycle of Mediocrity and Cycle of Success
• Retaining the Best People in Service Sector – Including Employees in Company’s Vision, Treat Employees as Customers, Measure and Reward String Service Performers
• Globalization of Services- Meaning, Reasons for Globalization of Services, Impact of Globalization on Indian Service Sector. Organisational Effectiveness, Ways to Enhance Organisational Effectiveness.

Reference books for subject: HRM In Service Sector Management

HRM In Service Sector Management : ~ 
1. C. Bhattacharjee: Service Sector Management, An Indian Perspective, Jaico Publishing House
2. Christopher Lovelock, Jochen Wirtz, Jayanta Chatterjee: Services Marketing, Pearson
3. Christopher Lovelock: Services Marketing, People, Technology, Strategy, Pearson Education Asia
4. James A. Fitzsimmons, Mona J, Fitzsimmons: Service Management , Operations, Strategy,Information Technology, Tata McGraw – Hill
5. Zeithmal, Bitner, Gremler, Pandit: Services Marketing, Tata McGraw – Hill
6. Lovelock, Wirtz: Services Marketing, Pearson Education, 5th Edition
7. K. Rao: Services Marketing, Pearson Education
8. Ramneek Kapoor, Justin Paul, Biplab Halder: Services Marketing


Like it? Share with your friends!

BMS Team

We, at, believe in sharing knowledge and giving quality information to our BMS students. We are here to provide and update you with every details required by you BMSites! If you want to join us, please mail to [email protected].


Warning: Undefined array key "html5" in /home/bmsnewco/public_html/wp-content/plugins/facebook-comments-plugin/class-frontend.php on line 140

Facebook comments:

This Website Is For Sale. Email us an offer we cannot refuse on [email protected] :)