TITLE:
Influence Mechanism of Leading Customer-Oriented Boundary-Spanning Behavior on Employee Service Performance
AUTHORS:
Abdoulaye H. Toure
KEYWORDS:
Leadership Customer-Oriented Boundary Spanning Behavior, Service Quality, Self-Efficacy, Cross-Boundary Belief, Support from the Leaders
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.13 No.11,
November
22,
2023
ABSTRACT: Appropriate leadership management could have a
significant role in enhancing organizational capability of customers-oriented
boundary spanning behaviors. While the leader plays a major role in ensuring
that employees have sufficient intellectual capital to achieve their goals of
delivering quality service to customers, there are still challenges. These
include the need for resources to address environmental issues and handle
difficult situations effectively. The lack of these resources can create a
deficiency in the proper delivery of quality service. To address this competence gap, we investigated the
perspective practices, factors influencing
employee skills of customers-oriented boundary spanners and performance
management systems. The results suggest that leadership customer-oriented
boundary spanning behavior may have a positive influence on employees
concerning task-relevant experience,
organizational commitment, reduction of work-related stressors and, most
importantly, employees spouse the proactive ideas required to frontline
employees in the exercise of quality service delivery. We also found that Ability
Motivation and Opportunity mediate the relationship between leader
customer-oriented boundary spanning behavior and service quality, thus helping to increase employees’
possibilities to deploy their skills in the firm and to actively contribute to
the organization’s success. These results suggest resourcing policies and
leadership management must be implemented as practices that are essential to
the organizational culture in order to mitigate the vicissitudes of work and
promote the well-being of employees.