Online citations, reference lists, and bibliographies.
← Back to Search

Role Stressors And Customer-oriented Boundary-spanning Behaviors In Service Organizations

L. A. Bettencourt, S. W. Brown
Published 2003 · Business

Cite This
Download PDF
Analyze on Scholarcy
Share
The authors investigate three types of customer-oriented boundary-spanning behaviors (COBSBs) a frontline service employee may perform that are associated with linking a service organization to its potential or actual customers: external representation, internal influence, and service delivery. The authors propose and test a withdrawal model to explain the negative effects of role conflict and role ambiguity on COBSBs across a sample of 220 lower-level, nonprofessional service providers of a major retail bank and a sample of 90 higher-level, professional service providers from the business credit division of an international financial services corporation. The results demonstrate that (1) indirect paths through job satisfaction and organizational commitment entirely account for the negative effects of the role stressors on COBSBs, (2) the indirect negative effects of the role stressors are stronger on external representation and internal influence behaviors, and (3) role conflict also has a significant positive direct relationship with internal influence behaviors.
This paper references
10.1016/S0099-1333(99)00113-5
Stress and Job Performance: Theory, Research, and Implications for Managerial Practice
Mary Ann Affleck (1999)
Marketing Strategies and Organizational Structures for Service Firms
B. Booms (1981)
10.1177/014920638801400405
A Restatement of the Satisfaction-Performance Hypothesis
D. Organ (1988)
10.2307/3172514
ANTECEDENTS AND CONSEQUENCES OF SALESPERSON JOB SATISFACTION: META ANALYSIS AND ASSESSMENT OF CAUSAL EFFECTS
S. P. Brown (1993)
10.1037//0021-9010.75.6.738
Item Content Versus Item Wording : Disentangling Role Conflict and Role Ambiguity
K. Kelloway (1990)
10.1037/0021-9010.86.4.789
Justice, citizenship, and role definition effects.
B. J. Tepper (2001)
10.1037/0021-9010.83.6.922
The role of organizational citizenship behavior in turnover : Conceptualization and preliminary tests of key hypotheses
X. Chen (1998)
Organizational Citizenship Behavior: The Good Soldier Syndrome. Lexington: Lexington Books
Dennis W Organ (1988)
10.1177/002224298805200203
Communication and Control Processes in the Delivery of Service Quality
Valarie A. Zeithaml (1988)
The Role of Organizational Citizenship Behavior in Turnover: Conceptualization and Tests of Key Hypotheses
Xiao-Ping Chen (1998)
10.1016/S0022-4359(96)90005-6
The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction
B. Babin (1996)
Corridors of Influence in the Dissemination of Customer-Oriented Bettencourt
Michael D Hartline (2000)
10.2307/2393071
Organizational citizenship behavior: The good soldier syndrome.
D. Organ (1988)
10.1177/002224299806200306
Some Possible Antecedents and Consequences of In-Role and Extra-Role Salesperson Performance
S. MacKenzie (1998)
10.2307/3151312
Evaluating structural equation models with unobservable variables and measurement error.
C. Fornell (1981)
10.1177/002224299806200305
Striking a Balance in Boundary-Spanning Positions: An Investigation of Some Unconventional Influences of Role Stressors and Job Characteristics on Job Outcomes of Salespeople
J. Singh (1998)
10.2307/2391486
Role Conflict and Ambiguity in Complex Organizations.
J. R. Rizzo (1970)
10.1016/0749-5978(85)90020-2
A meta-analysis and conceptual critique of research on role ambiguity and role conflict in work settings
S. E. Jackson (1985)
A Meta-Analysis and Conceptual Critique of Research on Role Ambiguity and Role Con
Jackson (1985)
10.4324/9780203792643
Exchange and Power in Social Life
P. Blau (1964)
10.5465/AMR.1986.4283909
Prosocial Organizational Behaviors
A. Brief (1986)
10.1086/209528
Assessing Measurement Invariance in Cross-National Consumer Research
Jan-Benedict E. M. Steenkamp (1998)
New York: Lexington Books, 127-147
Eds. John Czepiel (1986)
10.1177/002224379403100409
Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives
J. Singh (1994)
10.1509/jmkg.64.2.35.18001
Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees
Michael D. Hartline (2000)
10.1177/002224299405800404
The Capabilities of Market-Driven Organizations
G. S. Day (1994)
10.1006/OBHD.1995.1007
A Nested Comparison of Four Models of the Consequences of Role Perception Variables
R. G. Netemeyer (1995)
Boundary-Spanning- Role Employees and the Service Encounter: Some Guidelines for Future Management and Research
David E Bowen (1985)
The Employee - Customer Profit Chain at Sears
Anthony J. Rucci (1998)
10.2307/256600
Organizational Citizenship Behavior: Construct Redefinition, Measurement, and Validation
L. V. Dyne (1994)
Amos 4.0 User's Guide. Chicago: SmallWaters
James L Arbuckle (1999)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
A. Parasuraman (1988)
10.1509/jmkr.39.4.469.19117
Informants in Organizational Marketing Research: Why Use Multiple Informants and how to Aggregate Responses
G. H. van Bruggen (2002)
10.1016/S1053-4822(99)00034-0
Taxonomic Model of Withdrawal Behaviors: The Adaptive Response Model
R. W. Griffeth (1999)
10.1037/0021-9010.86.1.29
A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.
L. A. Bettencourt (2001)
10.1037/0033-2909.108.2.171
A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment
J. Mathieu (1990)
10.2307/2091375
Organizational stress : studies in role conflict and ambiguity
R. Kahn (1964)
10.1177/002224378702400308
Estimating Trait, Method, and Error Variance: Generalizing across 70 Construct Validation Studies
Joseph A. Cote (1987)
Behavioral and Psychological Consequences of Boundary Spanning Burnout
Jerry R. Goolsby (1994)
The Effects of Perceived CoWorker Involvement and Supervisor Support on Service Provider Role Stress, Performance and Job Satisfaction.
SmallWaters. Babin (1996)
10.1037/H0076751
Convergent and discriminant validities of corresponding Job Descriptive Index and Minnesota Satisfaction Questionnaire scales.
B. Gillet (1975)
10.1108/09564239310041643
Tactics Used by Customer‐contact Workers: Effects of Role Stress, Boundary Spanning and Control
K. A. Weatherly (1993)
10.1509/jmkr.38.2.269.18845
Index Construction with Formative Indicators: An Alternative to Scale Development
A. Diamantopoulos (2001)
10.2307/2391745
Antecedents and outcomes of organizational commitment.
Richard M. Steers (1977)
10.2307/3005748
Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States
C. Wingrove (1971)
10.1037/0021-9010.71.2.219
Antecedents and consequences of satisfaction and commitment in turnover models: A reanalysis using latent variable structural equation methods.
L. Williams (1986)
10.5465/AMR.1977.4409044
Boundary Spanning Roles and Organization Structure
H. Aldrich (1977)
10.1111/J.1744-6570.1995.TB01781.X
A META-ANALYTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR
D. Organ (1995)
10.1177/0092070392202006
A Theory of Role Stress in Boundary Spanning Positions of Marketing Organizations
Jerry R. Goolsby (1992)
SAS/STAT User's Guide
Sas Institute (1989)
10.1016/0148-2963(86)90005-6
Antecedents of retail salesperson performance: A path-analytic perspective
A. Dubinsky (1986)
The structure and dynamics of behavior in organizational boundary roles
J. Adams (1976)
New service Design, Development and Implementation and the Employee
B. Schneider (1984)
“ Marketing Strategies and Organization Structures for Service Firms . ” In Marketing of Services
David E. Bowen (1981)
Arizona State University) is an assistant professor of marketing in the Kelley School of Business at Indiana University His research has
About The
10.1177/002224299706100306
An Investigation into the Antecedents of Organizational Citizenship Behaviors in a Personal Selling Context
R. G. Netemeyer (1997)
10.1177/009207038601400304
A Model of Sales Supervisor Leadership Behavior and Retail Salespeople's Job-Related Outcomes:
R. Hampton (1986)
Manual for the Minnesota Satisfaction Questionnaire.
D. Weiss (1967)
10.1509/jmkg.64.2.15.17998
Performance Productivity and Quality of Frontline Employees in Service Organizations
J. Singh (2000)
Chicago: American Marketing Association, 47-51
Eds. James H. Donnelly (1985)
A Review and Meta-Analysis of the Antecedents, Correlates, and Consequences of Organizational Commitment.”Psychological
Mathieu (1990)
“ Boundary - Spanning - Role Employees and the Service Encounter : Some Guidelines for Future Management and Research . ” In The Service Encounter
John Czepiel (1985)
A Meta-Analytic Review of Attitu
Katherine Ryan (1995)
10.1016/0001-8791(79)90072-1
The Measurement of Organizational Commitment.
R. Mowday (1979)



This paper is referenced by
CALIDADE, ORIENTACIÓN AO SERVIZO DOS EMPREGADOS E RATIO C/E: EFECTO DAS CARACTERÍSTICAS DOS HOTEIS
T. G. Garazo (2011)
10.1080/15475770802059545
How Do Extra-Role Behaviors Affect Salespeople's Performance? An Empirical Examination
Umut Koç (2008)
10.5539/IBR.V4N3P171
Role Ambiguity and Role Conflict as Mediators of the Relationship between Socialization and Organizational Commitment
M. Judeh (2011)
Store Managers – The Sounding Board in Shopping Centre Environments?
Christoph Teller (2012)
10.1007/978-3-319-13440-6_9
Boundary Objects and End User Engagement: Illustrations from the Social Enterprise Domain
Unnikrishnan K. Nair (2015)
10.11111/JKANA.2016.22.5.562
Factors Influencing Turnover Intention in Clinical Nurses: Compassion Fatigue, Coping, Social Support, and Job Satisfaction
Y. H. Yang (2016)
10.1080/00208825.2017.1256164
Corporate Identity at the Stakeholder Group Level
Keith Glanfield (2017)
10.1017/JMO.2016.12
The effects of work social support and career adaptability on career satisfaction and turnover intentions
Osman M. Karatepe (2017)
10.1016/J.IJHM.2017.04.004
Workplace ostracism and proactive customer service performance: A conservation of resources perspective
H. Zhu (2017)
10.1177/1094670505279699
Service Customization Through Employee Adaptiveness
K. Gwinner (2005)
10.1509/jm.12.0421
Cross-Selling Performance in Complex Selling Contexts: An Examination of Supervisory- and Compensation-Based Controls
C. Schmitz (2014)
10.1177/0266382115587852
The effects of knowledge sharing and knowledge application on service recovery performance
Henry Boateng (2015)
10.20878/CSHR.2015.21.1.014014014
The Effects of Fast-Food Franchisor's Proactiveness, Innovation, Risk-taking on Affective Commitment, Franchisee's External Representation and Service Delivery
Hee-Jeong Hong (2015)
10.1108/SAJBS-02-2017-0017
A multipath model of salesperson performance in the financial services industry
Jose N. Varghese (2017)
10.1080/02134748.2016.1248027
Climate, stress and satisfaction: a multilevel study in the public sector / Clima, estrés y satisfacción: un estudio multinivel en el sector público
Vicente Pecino-Medina (2017)
10.1080/02642069.2018.1548613
Effective coping strategies for stressed frontline employees in service occupations: outcomes and drivers
Veronika Luisa Selzer (2018)
10.1016/J.JRETAI.2010.11.004
Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation
Filipe Coelho (2011)
Customer-oriented deviance (COD) : a conceptualisation, development and validation of a behavioural measure
W. W. Leo (2010)
10.1016/J.JBUSRES.2017.10.039
The link between tourism involvement and service performance: Evidence from frontline retail employees
D. Suhartanto (2018)
10.1108/JBIM-03-2012-0037
The effects of the salesperson’s characteristics on buyer-seller relationships
Yong-hoon Choi (2015)
How hotel staff reacts to guests (un)fair treatment by the hotel
P. Z. M. D. Lara (2014)
10.1007/978-3-8349-6663-6_14
Rollenkonflikte von Kundenberatern und deren Auswirkungen auf die Produktivität im Finanzdienstleistungsbereich
M. Büttgen (2011)
10.1509/jmkg.69.2.130.60758
Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent
R. G. Netemeyer (2005)
10.1177/1094670510387915
The Impact of Mission Fulfillment on the Internal Audience: Psychological Job Outcomes in a Services Setting
Taewon Suh (2011)
10.1108/09596111211237273
Perceived organizational support, career satisfaction, and performance outcomes
Osman M. Karatepe (2012)
10.1201/B18407-45
Profit allocation for joint development projects based on co-operative game theory
Chin Wen Liao (2015)
10.4135/9781446201008.n21
Internal social marketing: lessons from the field of services marketing
A. Smith (2011)
10.14400/JDPM.2013.11.11.603
A Study on the Structural Impact of Job Stress on the Organizational Commitment and Customer Oriented Boundary Spanning Behavior of Hospital Employees
H. Park (2013)
Triggering innovative behavior of customer-facing service providers
J. D. Vries (2011)
10.15760/ETD.276
Predictors of Family-Supportive Supervisor Behaviors: Supervisor Job Stress and Work-Family Climate
Brittany E. Sale (2010)
10.1080/02642069.2016.1219723
Using work design to motivate customer-oriented behaviors
Steven W. Rayburn (2016)
10.1037/0021-9010.92.2.475
Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.
H. Liao (2007)
See more
Semantic Scholar Logo Some data provided by SemanticScholar