Methods for Assessing and Ways of Ensuring the Quality of Work Life in the Service Sector

Abstract

The presented study examines the theoretical and methodological aspects of the ‘quality of work life’ model.

Aim. The study examines the methodological aspects of the modeling of a service organization’s successful activity by ensuring an adequate quality of work life for its employees.

Tasks. The authors generalize methodological approaches to identifying an efficient tool for the assessment of real employee satisfaction with work, which should be based on the same principles as customer satisfaction assessment.

Methods. This study explores the feasibility of using a combination of various approaches in a way that would make the initial screening of job applicants include rigorous testing of their professional and ‘moral’ aptitude. In this scenario, the assurance of a high ‘quality of work life’ for those who have completed such screening functions as a reward for the temporary inconvenience and is an attractive aspect of the offered job.

Results. The study proves that management and resource strategies oriented primarily towards financial results can guarantee employment and employee satisfaction. A win-win situation for both the employer and the employee, while not mandatory, is very likely. It is established that the factor of improving the quality of work life should be prioritized, while the traditional approach is based on reducing the cost of labor.

Conclusions. Mutual striving of the organization and its employees for a common goal creates the prerequisites for the coincidence of corporate and personal interests and an increase of the value of the product offered to the market. An organization’s efforts to guarantee employment and material benefits for its employees have a stimulating effect on them, thus improving the financial situation, which yields benefits to all participants in the process, particularly investors and customers.