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Role Stressors and Customer-Oriented Boundary-Spanning Behaviors in Service Organizations

Indiana University, lbettenc{at}indiana.edu

Stephen W. Brown

Arizona State University, stephen.brown{at}asu.edu

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.

Key Words: customer-oriented boundary-spanning behaviors • role conflict • role ambiguity • service organization • organizational citizenship

Journal of the Academy of Marketing Science, Vol. 31, No. 4, 394-408 (2003)
DOI: 10.1177/0092070303255636


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