Exploring the Impact of Front-Line Employees’ Extra Role Behavior on Student Loyalty and Retention in a Semi-Government University in the UAE
Bibliographic Data
| ID | 22045467 |
|---|---|
| Authors | Aisha Alshamsi (0000-0002-9354-188X, University of Sharjah, corresponding author), Mohd Ahmad Al-Hawari (0000-0002-2166-0572, University of Sharjah), Mohammad Ahmad Al-Hawari (University of Sharjah), Semiyu Adejare Aderibigbe (0000-0002-1155-1348, University of Sharjah), Maher Omar (0000-0003-3077-1263, University of Sharjah), Emran Alotaibi (0000-0003-1973-5376, University of Sharjah) |
| Year | 2023 |
| Volume | 13 |
| Issue | 10 |
| Pages | 997 |
| Publication date | 2023-09-28 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Education Sciences (JOURNAL) |
| Journal identifiers | ISSN: 2227-7102 • E-ISSN: 2227-7102 |
| Publisher | MDPI AG (PUBLISHER • IT) |
| DOI | 10.3390/educsci13100997 |
| OpenAlex | W4387187462 |
| Language | EN |
| Citations received | 1 |
| References cited | 52 |
This study aims to investigate the relationship between front-line employees’ (FLEs) extra-role behavior (ERB) and its influence on student satisfaction (SS), student loyalty (SL), and university image (UI), while also examining the moderating effect of student cynicism (SC). Drawing on the service profit chain model, this research proposes a positive relationship between ERB and SS, SL, and UI, with SC acting as a moderator for the relationship between ERB and SS. Using a survey research design, the study was conducted at a semi-government university in the United Arab Emirates (UAE) during a service encounter between FLEs and students, involving 251 students as respondents. Structural Equation Modeling (SEM) was used to analyze the data collected. The findings demonstrated a significant positive relationship between FLE ERB and SS, SL, and UI. Additionally, the study revealed that SC moderates the relationship between FLE ERB and SS, suggesting that highly cynical students are less responsive to employee extra-role behavior. These findings have significant implications for university management and policymakers. By understanding the impact of FLE ERB on student outcomes and the moderating effect of SC, universities can develop and strengthen targeted strategies to enhance SS, SL, and UI
Business · Cynicism · Front line · Higher education · Loyalty · Moderation · Political science · Structural equation modeling · Customer Service Quality and Loyalty · Job Satisfaction and Organizational Behavior · Organizational and Employee Performance · Psychology · Social Psychology · Marketing
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| Unique citing works | 1 |
|---|---|
| Citations per year | 0,5 |
| Citation span | 2024 - 2024 (1) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 1 |