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The preliminary purpose of the study is to explore the relationship between Human Resource Management (HRM) practices and service oriented organizational citizenship behavior (SO-OCB). The current study’s focus is on three HRM practices namely training, fair reward and promotion opportunity. Second, the study examines the mediating role of impersonal trust on the aforementioned relationship through the use of social exchange theory.

Data has been collected through purposive sampling technique from service employees of 39 private commercial banks of Bangladesh and was analyzed by using structural equation modeling-partial least square method.

Findings of the study comply with the theory of social exchange. All three HRM practices significantly predict SO-OCB. Additionally, impersonal trust positively mediates the relationship between HRM practices and SO-OCB.

As private commercial banks are growing rapidly in Bangladesh, this sector is facing enormous competition which makes frontline employees SO-OCB a competitive advantage. Due to the limited researches in the field of SO-OCB, this study provides a new avenue of knowledge for the researchers and practitioners on how to develop such behavior in a service setting. Further, no prior study tests the mediation of impersonal trust. Earlier, most of the studies focus on interpersonal trust. The current study contributes to the literature by offering a comprehensive framework that explains the mediation effect of impersonal trust on the association between HRM practices and SO-OCB.

The main purpose of the study is to identify the relationship between human resource management (HRM) practices and impersonal trust. The study focuses on five HRM practices, namely training, fair reward and promotion opportunity, employment security and performance appraisal and impact of those on impersonal trust.

Data for the study have been collected from 384 front line service provider female employees of 39 private commercial banks through non-probability judgmental sampling technique and analyzed by applying structural equation modeling-partial least square (SEM-PLS) method.

The findings of the study reveals that all the five HRM practices, namely training, fair reward and promotion opportunity, employment security and performance appraisal, are positively and significantly related with impersonal trust.

Private commercial banks in Bangladesh are rapidly growing and facing huge competition to improve the competitive advantage of employees. Impersonal trust of employees is required for achieving competitive advantage. Due to the lack of research and scanty of knowledge in that field, the study offers a new avenue of existing knowledge to the stakeholders and researchers on how to develop impersonal trust with necessary recommendations.