Role stressors and customer-oriented boundary-spanning behaviors in service organizations

By Lance A. Bettencourt, Stephen W. Brown. 2003

433 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/e414ca52f249646f9686767c2c9891ea81561199

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

New Directions in Sales Leadership Research (2005, background): “As noted by Bettencourt and Brown (2003), particularly important customer-oriented behaviors include external representation (e.g., generates favorable goodwill for the organization), internal influence (e.g., shares creative solutions to customer problems with other team members), and prosocial…”
Does Job Embeddedness Mediate the Effect of Work Engagement on Job Outcomes? A Study of Hotel Employees in Cameroon (2012, background): “First, frontline employees represent their organization to outsiders (customers), enhance the image of the organization, and improve the organization's legitimacy through advocacy ( Bettencourt & Brown, 2003 ; Denizci & Tasci, 2010 ).”
Attitudinal and behavioral consequences of work‐family conflict and family‐work conflict (2008, background): “This is not surprising as frontline employees in service organizations, whether they actually render the service or simply interact with customers face-to-face or voice-to-voice, are the main actors in the delivery of service quality ( Bettencourt and Brown, 2003”
Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation (2011, result): “Of particular interest are the results btained by Bettencourt and Brown (2003), who determined hat role conflict was positively related to internal influence (the xtent to which employees have the initiative to improve service f Reta d r H H F a s b r F o T H H a r e f t a h H b r J a fi ( i F t t…”
How to fuel employees’ prosocial behavior in the hotel service encounter (2020, background): “Therefore, service employees who work for an organization with clear role expectations tend to demonstrate higher discretionary behavior; when role clarity is lacking, role-prescribed and extra-role service behaviors are negatively affected (Bettencourt and Brown, 2003).”
The effects of work social support and career adaptability on career satisfaction and turnover intentions (2016, background): “These employees also represent the organization to outsiders such as customers and foster the image of the organization (Bettencourt & Brown, 2003).”
Trusting organizations: The institutionalization of trust in interorganizational relationships (2012, background): “The intra-/extra-role distinction is often particularly fuzzy in the case of (often comparatively unstructured) boundary roles (Bettencourt and Brown, 2003; Walker et al., 1975).”
Competitive intelligence collection and use by sales and service representatives: how managers’ recognition and autonomy moderate individual performance (2015, background): “Finally, Bettencourt and Brown (2003) report an indirect negative effect of role conflict on customer orientation.”