A Study on Recruitment and Selection Practices: Employee Experiences in the Service Industry

Authors: Shatarupa Basak, Prof.(Dr.) Subhasish Chatterjee

DOI Link: https://doi.org/10.22214/ijraset.2025.74762

Abstract

The objective of this study is to evaluate employees\' knowledge of recruitment and selection in the service industry. Using a structured questionnaire, employees were asked questions about job advertisement clarity, fairness, communication, and overall satisfaction. Most of the respondents had mostly positive experiences with sampling, especially with job information and the professionalism of the HR Teams. Yet, the need for improvements was mentioned regarding feedback after interviews and promptness about interview progress. Indication was drawn, leading the researchers to conclude that the recruitment experience perceived by employees is a construct of recruitment and selection practices that are transparent, focused, and made with the candidates in mind. Such practices will lead to contentment and improvements to organizational reputation for positive service.

Introduction

Effective recruitment and selection are critical for organizational performance, particularly in service industries where employees directly influence customer satisfaction. Poor recruitment processes can lead to low motivation, high turnover, and reduced organizational effectiveness. Research in various sectors—including hospitality, healthcare, and banking—emphasizes the importance of aligning recruitment strategies with employee attitudes, behaviors, and soft skills, alongside formal qualifications. Studies highlight the use of both traditional and technology-driven methods, the significance of employee experience, talent management, green recruiting, and socialization practices. Modern approaches recommend leveraging technology, data-driven decision-making, realistic training programs, and improved HR practices to enhance staff retention and organizational sustainability. The study aims to understand employee perceptions of recruitment and selection in the service sector and to identify ways to improve transparency, accessibility, and efficiency. Data were collected via a structured questionnaire from 20 service-sector employees, analyzed using basic statistical methods.

Conclusion

While the results from the HR surveys reveal a generally positive view about fairness in the service industry\'s HR recruitment processes, there is an element of praise for the service industry\'s fairness and recruitment processes. Survey respondents commented on the professionalism of the HR representative and the attention given by the HR representative to the application and the job advertisement detailing the recruitment service and recruitment process. They spoke positively about the HR service provided during the hiring process. There is a need to applaud the service industry for the justice, fairness, and positive openness in these sectors. There is, however, a need to improve the provision of recruitment services. Survey respondents expressed dissatisfaction with HR silence, particularly with no communication following interviews and the closed selection process. The service industry HR has an opportunity to improve the recruitment of applicants\' experience by addressing silence and communication gaps. There is the opportunity to improve service industry HR employer brand and applicant experience by closing communication gaps during the recruitment process to enhance trust, motivation, and job satisfaction. There is a need to improve recruitment communication and provide recruitment feedback. This is entirely positive. Focusing on their feedback mechanisms, timely communication, and interview scheduling would enable organizations to improve the recruitment process from the perspective of the candidates. Service-oriented organizations can improve their recruitment of high-quality candidates while improving their employer brand equity and employee retention. The applicant experience can most effectively be improved through effective communication with candidates throughout the recruitment cycle. Including candidates in the recruitment process can be made less stressful and more reassuring by providing updates and feedback on steps, such as shortlisting, interview scheduling, and interview outcomes. Progress updates and timelines can also be helpful during the recruitment process. Candidates are more likely to view a company positively when post-interview feedback is given swiftly and assesses gaps in their interview responses. All relevant information must be included in job postings. Thorough job advertisements minimize misunderstandings and reduce candidates\' frustration. This, in turn, enables the company to more effectively filter and reduce poorly qualified applicants. All candidates must receive equal treatment in the selection process. Standardized interview materials, comprehensive selection rubrics, and clear scoring criteria enhance the objectivity of selection processes. Candidates will also be more positively inclined towards the company when selection processes are paired with professional courtesy and thoughtful communication, such as providing candidates with a job application, closing the loop on their application outcome, and systematically recording their details. After employing applicant tracking systems and other digital technologies, record-keeping and documentation handling can be conducted more seamlessly over the different stages of the hiring process. Prospects are more likely to have a positive experience during the different stages of the hiring process.

References

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Copyright

Copyright © 2025 Shatarupa Basak, Prof.(Dr.) Subhasish Chatterjee. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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Paper Id : IJRASET74762

Publish Date : 2025-10-23

ISSN : 2321-9653

Publisher Name : IJRASET

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