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 o...

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Main Author:	Sarmin, Sultana
Format:	Thesis
Language:	eng eng
Published:	2018
Subjects:	HF5549-5549.5 Personnel Management Employment
Online Access:	https://etd.uum.edu.my/7901/1/s901055_01.pdf https://etd.uum.edu.my/7901/9/s901055_02.pdf
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id	my-uum-etd.7901
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Johari, Husna
topic	HF5549-5549.5 Personnel Management Employment
spellingShingle	HF5549-5549.5 Personnel Management Employment Sarmin, Sultana HRM practices, impersonal trust and service oriented organizational citizenship behavior among female employees'
description	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).
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Sarmin, Sultana
author_facet	Sarmin, Sultana
author_sort	Sarmin, Sultana
title	HRM practices, impersonal trust and service oriented organizational citizenship behavior among female employees'
title_short	HRM practices, impersonal trust and service oriented organizational citizenship behavior among female employees'
title_full	HRM practices, impersonal trust and service oriented organizational citizenship behavior among female employees'
title_fullStr	HRM practices, impersonal trust and service oriented organizational citizenship behavior among female employees'
title_full_unstemmed	HRM practices, impersonal trust and service oriented organizational citizenship behavior among female employees'
title_sort	hrm practices, impersonal trust and service oriented organizational citizenship behavior among female employees'
granting_institution	Universiti Utara Malaysia
granting_department	School of Business Management
publishDate	2018
url	https://etd.uum.edu.my/7901/1/s901055_01.pdf https://etd.uum.edu.my/7901/9/s901055_02.pdf
_version_	1747828285413261312
spelling	my-uum-etd.79012021-08-11T07:11:51Z HRM practices, impersonal trust and service oriented organizational citizenship behavior among female employees' 2018 Sarmin, Sultana Johari, Husna School of Business Management School of Business Management HF5549-5549.5 Personnel Management. Employment 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). 2018 Thesis https://etd.uum.edu.my/7901/ https://etd.uum.edu.my/7901/1/s901055_01.pdf text eng public https://etd.uum.edu.my/7901/9/s901055_02.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abid, A. 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