WRKLFQUAL: A Tool for Measuring Quality of Work Life

Prior research has recognised the association between Quality of Work Life (QWL) of the service providers and the quality of service offered. Studies have also found QWL to be an important factor influencing organisational commitment and turnover intentions, which has led to assumptions an employee attaches great importance to their work and work life and joins an organisation with certain expectations. But employee expectations are not static and understanding their perception of HR policies is crucial to understanding QWL. Despite these assumptions, the literature is devoid of any systematic study to define and measure the expected QWL for service sector employees. Thus, the present study discusses a methodology for identifying the expected dimensions of QWL, and subsequently, proposes an instrument for measuring QWL, operationally named WRKLFQUAL, based on the gap analysis tool. The rationale for subscribing to this theoretical framework is justified in this article. The implications of the study and directions for future research are discussed