The Mediating Role of Organizational Citizenship Behavior in Integrated Diversity-Inclusion and Employee Retention: A Case Study from PT Telkom Indonesia

Employee retention is a pivotal determinant of organizational resilience in competitive and multicultural industries. This study addresses a critical gap in the literature by empirically examining the mediating role of Organizational Citizenship Behavior (OCB) in the relationship between Diversity and Inclusion (D&I) initiatives and employee retention at PT Telkom Indonesia, a leading telecommunications firm in Indonesia. While existing studies predominantly focus on Western contexts, this research provides novel insights into how D&I policies operate in a non-Western, collectivist cultural setting. Utilizing a quantitative approach, data were collected from 309 employees (94.8% response rate) through structured questionnaires. Structural Equation Modeling (SEM) via AMOS software was employed to test both direct and indirect pathways. Results revealed that D&I practices exert a significant direct positive effect on employee retention (β = 0.24, p < 0.01). Furthermore, OCB partially mediates this relationship, as evidenced by a robust indirect effect (β = 0.699, p < 0.001) and confirmed through the Sobel test (t = 9.18, p < 0.05). This dual-pathway mechanism underscores that inclusive workplaces not only directly enhance retention but also cultivate voluntary, prosocial behaviors (OCB)—such as helping colleagues and proactive problem-solving—which reinforce employees’ emotional commitment to the organization. The findings challenge the conventional view of D&I as a standalone retention driver, advocating instead for integrated strategies that synergize inclusive policies with OCB-enhancing initiatives, such as recognizing informal contributions and fostering team-based collaboration. For practitioners, this study offers actionable frameworks for designing retention programs in multicultural industries, emphasizing the interplay between systemic inclusivity and grassroots behavioral engagement. Theoretically, it advances the D&I discourse by validating OCB’s mediating role in a non-Western context, thereby contributing to cross-cultural organizational behavior literature.