Abstract
The aim of this study is to explore the relationship between perceived human resource management practices and service-oriented organizational citizenship behaviors through the mediating role of employee engagement. Besides, the moderating effect of positive psychological capital on the relationships will also be examined. The target population included 457 frontline employees who work at least one year at commercial banks in Vietnam. The inferential analysis to test the hypotheses was completed using SmartPLS 3.0 software for structural equation modeling with partial least squares (PLS-SEM). The result of this study indicated that a positive correlation between perceived HRM practices and service-oriented OCBs; employee engagement played a partial mediating role in this correlation. In addition, positive psychological capital heightened the positive relationship between perceived HRM practices and service-oriented OCBs of frontline employees. This research provided bank managers with an enhanced understanding of what the fundamental behaviors of their frontline employees are and how to develop and cultivate these employee contributions. It lets managers know how much the frontline employees take care of HRM practices at the workplace. From the point of view of the employees, managers may have the strategies to avoid the potential risk related to human resource management.
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