Abstract

Human Resource (HR) policies and procedures form the structural backbone of employee management in modern service organisations. In the Indian service sector—which includes banking insurance healthcare hospitality IT services retail e-commerce and logistics—HR frameworks play an increasingly crucial role in shaping employee satisfaction commitment productivity and organisational trust. As India moves towards a knowledge-driven service economy employees’ views expectations and experiences have begun to evolve significantly. The effectiveness of HR policies such as recruitment training performance appraisal grievance handling compensation workplace culture and communication directly influences employees’ perceptions of fairness support and career development opportunities. This study examines how HR policies and procedures affect workers’ views in Indian service organisations exploring both the positive and negative impacts on employee morale job satisfaction organisational citizenship b