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En studie av kandidaters syn på servicekvalitet och känslor i rekryteringsprocessen
Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
2017 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

En bransch som vuxit kraftigt de senaste 20 åren är rekrytering-och bemanningsbranschen. Inom rekryteringsprocessen är det viktigt att behålla kandidaters intresse och vilja att arbeta via rekrytering-och bemanningsföretaget. Det finns ingen generell modell för hur man skapar en god service, utan idag handlar det främst om att skräddarsy en tjänst utifrån sin verksamhet. Studiens syfte är att analysera kandidaternas upplevda kvalite av rekryteringsprocessen. Utifrån SERVPERF-modellen och emotionell intelligens undersöker studien vilka kvalitetsaspekter och känslor som är viktiga under rekryteringsprocessen. Denna kvalitativa fallstudie undersöker kandidaters upplevda tjänst genom rekryteringsprocessen hos ett rekrytering-och bemanningsföretag genom semistrukturerade djupgående intervjuer med tio respondenter. Studien visar på tre känslor som inte kan härledas till SERVPERF-modellens dimensioner, trygghet, tillhörighet och oro/osäkerhet som i sin tur kan härledas till Maslows behovstrappa. De viktigaste kvalitetsdimensionerna under rekryteringsprocessen är försäkran och pålitlighet.

Abstract [en]

The staffing and recruitment industry has grown rapidly during the past 20 years. It is important to retain candidates interests and willingness to work through the staffing and recruitment company during the recruitment process. Today there is no general model for how to create good service, it is mainly about creating tailor-maid service. The purpose of the study is to examine the candidate's' perceived quality of the recruitment process with emphasis on emotions. Based on the SERVPERF model and emotional intelligence, this study examine the quality aspects and feelings that are important during the recruitment process. This qualitative case study investigates consultants perceived service through the recruitment process of a staffing and recruitment business through semi-structured, in-depth interviews, with ten respondents. The study shows three emotions that cannot be related to the dimensions; security, belonging and concern/uncertainty. These emotions are related to the Maslow hierarchy of needs. The most important quality dimensions under the recruitment process are assurance and reliability

Place, publisher, year, edition, pages
2017. , p. 49
Keyword [en]
SERVPERF, perceived service quality, recruitment process, emotional intelligence, emotions
Keyword [sv]
SERVPERF, upplevd tjänstekvalitet, rekryteringsprocess, känslor
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-31546OAI: oai:DiVA.org:miun-31546DiVA, id: diva2:1138512
Subject / course
Business Administration FE1
Educational program
BSc Programme in Business and Economics SEKOG 180 higher education credits
Supervisors
Examiners
Note

Betyg E, 170829

Available from: 2017-09-05 Created: 2017-09-05 Last updated: 2017-09-05Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf