Abstract:

Public service organizations are required to provide the best service to the community. The level of customer satisfaction has become one of the important indicators for the success of the organization. In public service organizations where services are the products offered, the interaction between service providers and customers becomes an important point in the process of meeting customer needs. The ability of the organization to run a human resource system that can create expected service behaviors very important to be an organizational strategy to achieve organizational goals. In this study we use the concept of service-oriented high-performance work systems to understand service-oriented behaviors that are mediated by work engagement and moderated by HRM system strength and public service motivation. Five hypotheses are outlined to study this relationship. With this study we will have a better understanding of which dimensions that influence the service-oriented behaviors of employees in public organizations.