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...

Retaining employees in their jobs is crucial for any organisational productivity and competitiveness. Owing to the competition for scarce skills, the retention of quality employees has emerged as the biggest challenge in human capital management in the Technical Vocational Education and Training...