An Empirical Study on Impersonal Trust, Work Family Conflict and Service Oriented Organizational Citizenship Behavior of Female Employees’

Abstract

Organizational citizenship behavior (OCB) is non-mandated behavior of employees’ shown in the workplace which is not included in the formal job requirements. A special form OCB known as service oriented organizational citizenship behavior (SOCB) is essential for service organization since it helps to increase customer satisfaction, service quality and decrease customer complaints. In spite of these significances, still very few researches have been conducted to identify the antecedents of such behavior. The objective of the current study is to identify the impact of impersonal trust on employees SOCB with the moderating effect of work family conflict. Data was collected through self-administered questionnaire from 403 customer contact female employees working in private commercial banking sector of Bangladesh. Results of partial least squares (PLS) revealed that impersonal trust positively and significantly related with SOCB where the study found no moderating effect of work family conflict to reduce the trust- SOCB relationship. Implications of the findings with necessary suggestions for future research are also offered.