Impact of workspace quality on knowledge workers: a toolkit for human resource management

Purpose The efficient use of intellectual capital and human resource knowledge is directly related to a company’s competitive value. This study aims to analyze property management (PM) strategies for managing the service quality of workplace facilities based on sustainability dimensions that contribute to the knowledge management (KM) system in India. Design/methodology/approach This study advances existing literature by incorporating sustainability dimensions into the traditional SERVQUAL framework for assessing workplace service quality, distinguishes itself from prior studies by adopting a postpandemic lens focused on the Indian IT sector and develops the novel PROP-QUAL model to enhance knowledge management among knowledge workers in IT workspaces. Findings The result of this research study is the property services model for KM in the IT industry. This model provides insights into how workplace service quality can enhance knowledge sharing during and after the COVID-19 pandemic, contributing to human resource management strategies. Originality/value This paper distinguishes itself from prior studies, particularly Kaur and Solomon (2022), by expanding on the role of PM in knowledge worker productivity within IT firms, with a unique focus on sustainable dimensions and postpandemic workplace transformations. This study advances existing literature by integrating into the traditional SERVQUAL framework sustainability dimensions for assessment of workplace service quality; differentiating from prior studies itself through a postpandemic lens on the Indian IT sector; and developing the novel PROP-QUAL model to augment KM among knowledge workers in IT workspaces. The model demonstrates how the quality of property services meets the needs of knowledge workers in Indian IT companies for human resource management and provides knowledge-sharing procedures during and after the COVID-19 pandemic.