HRM practices, impersonal trust and service oriented organizational citizenship behavior among female employees'

Over the last decade service-oriented organizational citizenship behavior (SOCB) has received profound attention due to its significant contribution towards the enhancement of the perfonnance of service organizations. Although, some researchers have proposed the outcomes of such behavior, research on identifying the antecedents or motivators for improving service behavior is still limited. Based on the Social Exchange Theory (SET), which argues that when an individual perceives that he/she is getting some benefits they may later feel the responsibility to repay through loyalty and effort, this study aimed to examine the relationship between HRM practices and employees' SOCB in the context of Bangladesh. The study also considered impersonal trust as a mediator. Besides, employees' work- family conflict is used as a moderator based on the Conservation of Resource (COR) theory which recommends that employees protect resources for personal use during conflicting situations. A quantitative research approach was
employed and a structured questionnaire was used as the research instrument. A cross-sectional survey design was adopted and the unit of analysis was customer-contact female employees working in 39 private commercial banks. The study employed a multistage sampling technique, with a sample size of 384 responses. For analyzing the data, the Partial Least Squares to Structural Equation Modelling (PLS-SEM) approach was applied. The findings of the study revealed that training, fair reward, performance appraisal and promotion opportunity are positively related to impersonal trust and SOCB. Employment security is only positive with impersonal trust. Impersonal trust mediates the relationship between all the dimensions of HRM practices and SOCB. The study found that the workfamily conflict did not play a moderating role in the impersonal trust-SOCB link. Based on the empirical evidence, practitioners and policy-makers should pay more attention to HRM practices and the impersonal trust of female employees for enhancing serviceoriented OCB (SOCB).