Improving student retention in higher education institutions – Exploring the factors influencing employees extra-role behavior
This study explores the impact of internal service quality on employee job satisfaction (JOS) and the extra role behaviors (ERB) of frontline employees (FLE) in higher education institutions (HEIs). With the hope of improving student retention, the study specifically examined how Human Resources Man...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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Elsevier
2023-09-01
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| Series: | Journal of Open Innovation: Technology, Market and Complexity |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2199853123002305 |
| _version_ | 1797391769143345152 |
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| author | Aisha Bukhatir Mohammad Ahmad Al-Hawari Semiyu Aderibigbe Maher Omar Emran Alotaibi |
| author_facet | Aisha Bukhatir Mohammad Ahmad Al-Hawari Semiyu Aderibigbe Maher Omar Emran Alotaibi |
| author_sort | Aisha Bukhatir |
| collection | DOAJ |
| description | This study explores the impact of internal service quality on employee job satisfaction (JOS) and the extra role behaviors (ERB) of frontline employees (FLE) in higher education institutions (HEIs). With the hope of improving student retention, the study specifically examined how Human Resources Management Practices (HRMP), Empathetic Leadership (EML), Colleague Support (CS), and Service Technology (ST) indirectly influence FLE ERB, as well as the contextual factor of employee Job satisfaction (JOS) that affects the strength of this relationship. Drawing on social exchange theory and equity theory, the authors propose that HRMP, EML, CS, and ST have positive effects on JOS, and JOS has positive impacts on FLE ERB. The research was conducted drawing on a sample of 251 frontline employees and 251 students using the dyadic research design and self-design questionnaires as the main instrument within one HEI in the United Arab Emirates (UAE). Structural Equation Modeling (SEM) was employed utilizing SmartPLS software to perform bootstrapping routines and generate the SEM to explore the relationships between different variables. The results were analyzed using measures of internal consistency, validity, and goodness of fit. The study's findings support the proposed hypotheses except for the positive influence of job satisfaction on FLE ERB. The study highlights the mechanisms through which internal service quality can impact FLE ERB and identifies the factors that enhance this process. The results revealed that HRMP, CS, and EML have a significant positive impact on JOS, and ST has a significant positive effect on ERB. However, JOS has a significant negative impact on ERB. The study has practical implications for understanding how to promote ERB among FLE in HEIs to improve the quality of service provided to students, which can help to sustain student loyalty and retention. |
| first_indexed | 2024-03-08T23:38:29Z |
| format | Article |
| id | doaj.art-29c757d0707c44e19a5373a9d5e9d927 |
| institution | Directory Open Access Journal |
| issn | 2199-8531 |
| language | English |
| last_indexed | 2024-03-08T23:38:29Z |
| publishDate | 2023-09-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Journal of Open Innovation: Technology, Market and Complexity |
| spelling | doaj.art-29c757d0707c44e19a5373a9d5e9d9272023-12-14T05:22:32ZengElsevierJournal of Open Innovation: Technology, Market and Complexity2199-85312023-09-0193100128Improving student retention in higher education institutions – Exploring the factors influencing employees extra-role behaviorAisha Bukhatir0Mohammad Ahmad Al-Hawari1Semiyu Aderibigbe2Maher Omar3Emran Alotaibi4Department of Management, College of Business Administration, University of Sharjah, Sharjah, United Arab Emirates; Corresponding author.Department of Management, College of Business Administration, University of Sharjah, Sharjah, United Arab EmiratesDepartment of Education, College of Arts, Humanities, and Social Sciences, University of Sharjah, Sharjah, United Arab EmiratesDepartment of Civil and Environmental Engineering, College of Engineering, University of Sharjah, Sharjah, United Arab EmiratesDepartment of Civil and Environmental Engineering, College of Engineering, University of Sharjah, Sharjah, United Arab Emirates; Research Institute of Science and Technology, College of Engineering, University of Sharjah, Sharjah, United Arab EmiratesThis study explores the impact of internal service quality on employee job satisfaction (JOS) and the extra role behaviors (ERB) of frontline employees (FLE) in higher education institutions (HEIs). With the hope of improving student retention, the study specifically examined how Human Resources Management Practices (HRMP), Empathetic Leadership (EML), Colleague Support (CS), and Service Technology (ST) indirectly influence FLE ERB, as well as the contextual factor of employee Job satisfaction (JOS) that affects the strength of this relationship. Drawing on social exchange theory and equity theory, the authors propose that HRMP, EML, CS, and ST have positive effects on JOS, and JOS has positive impacts on FLE ERB. The research was conducted drawing on a sample of 251 frontline employees and 251 students using the dyadic research design and self-design questionnaires as the main instrument within one HEI in the United Arab Emirates (UAE). Structural Equation Modeling (SEM) was employed utilizing SmartPLS software to perform bootstrapping routines and generate the SEM to explore the relationships between different variables. The results were analyzed using measures of internal consistency, validity, and goodness of fit. The study's findings support the proposed hypotheses except for the positive influence of job satisfaction on FLE ERB. The study highlights the mechanisms through which internal service quality can impact FLE ERB and identifies the factors that enhance this process. The results revealed that HRMP, CS, and EML have a significant positive impact on JOS, and ST has a significant positive effect on ERB. However, JOS has a significant negative impact on ERB. The study has practical implications for understanding how to promote ERB among FLE in HEIs to improve the quality of service provided to students, which can help to sustain student loyalty and retention.http://www.sciencedirect.com/science/article/pii/S2199853123002305Human resources management practicesEmpathetic leadershipColleague supportService technologyJob satisfaction and extra-role behavior |
| spellingShingle | Aisha Bukhatir Mohammad Ahmad Al-Hawari Semiyu Aderibigbe Maher Omar Emran Alotaibi Improving student retention in higher education institutions – Exploring the factors influencing employees extra-role behavior Journal of Open Innovation: Technology, Market and Complexity Human resources management practices Empathetic leadership Colleague support Service technology Job satisfaction and extra-role behavior |
| title | Improving student retention in higher education institutions – Exploring the factors influencing employees extra-role behavior |
| title_full | Improving student retention in higher education institutions – Exploring the factors influencing employees extra-role behavior |
| title_fullStr | Improving student retention in higher education institutions – Exploring the factors influencing employees extra-role behavior |
| title_full_unstemmed | Improving student retention in higher education institutions – Exploring the factors influencing employees extra-role behavior |
| title_short | Improving student retention in higher education institutions – Exploring the factors influencing employees extra-role behavior |
| title_sort | improving student retention in higher education institutions exploring the factors influencing employees extra role behavior |
| topic | Human resources management practices Empathetic leadership Colleague support Service technology Job satisfaction and extra-role behavior |
| url | http://www.sciencedirect.com/science/article/pii/S2199853123002305 |
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