Lilian Hernandez Peregrino • 2024 McNair Summer Research Symposium • July 8, 2024

Lilian Hernandez Peregrino

Class of 2025

Majors: International Business &

Entrepreneurship and Innovation

Mentor: Sergio Palacios Wulschner, PhD

St. Mary’s University

Mobile Recruitment Service Quality and its Role in Applicant Attraction in

Organization

The adoption of mobile devices has transformed the way organizations conduct business.

However, despite the prevalence of mobile technology in business, organizations still struggle to

recruit and retain talent. In addition, Mobile Service Quality has been identified as a key driver

of customer satisfaction and customer loyalty in several contexts (e.g., Mobile Banking, Mobile

Shopping, Mobile Health Care). Unfortunately, little is known about its role in Mobile

Recruitment. As a context-based construct (Parasuraman et al., 1988), it would be important to

understand its role in recruitment. In particular, various scholars have identified a notable need

for research on recruitment practices within small to medium-sized organizations. There have

been calls to research information on the internal recruiting processes employed by these

smaller-sized organizations (Biea et al., 2024). In this article, we aim to fill the gap in our

understanding of Mobile Service Quality in the context of job applicant recruitment. Specifically,

we propose a model that suggests the antecedents of attraction in the mobile context. We theorize

that Mobile Service Quality, along with Job Information Quality (i.e., company and job

information) and Company Reputation, could be key determinants of applicant attraction.

Keywords: mobile recruitment, applicant attraction, mobile service quality, mobile

technology