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 perspec tive 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 help ing 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.
KeywordsLeadership Customer-Oriented Boundary Spanning BehaviorService QualitySelf-EfficacyCross-Boundary BeliefSupport from the Leaders
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. (2019). Assessing the Effects of Service Quality on Customer Satisfaction. Management Science Letters, 9, 13-24. https://doi.org/10.5267/j.msl.2018.11.004
Aiken, L. S., West, S. G., & Reno, R. R. (1991). Multiple Regression: Testing and Interpreting Interactions. Sage.
Akinola, M., Kapadia, C., Lu, J. G., & Mason, M. F. (2019). Incorporating Physiology into Creativity Research and Practice: The Effects of Bodily Stress Responses on Creativity in Organizations. Academy of Management Perspectives, 33, 163-184. https://doi.org/10.5465/amp.2017.0094
Alikaj, A., Ning, W., & Wu, B. (2021). Proactive Personality and Creative Behavior: Examining the Role of Thriving at Work and High-Involvement HR Practices. Journal of Business and Psychology, 36, 857-869. https://doi.org/10.1007/s10869-020-09704-5
Amundsen, S., & Martinsen, Ø. L. (2014). Empowering Leadership: Construct Clarification, Conceptualization, and Validation of a New Scale. The Leadership Quarterly, 25, 487-511. https://doi.org/10.1016/j.leaqua.2013.11.009
Armstrong-Stassen, M., Cameron, S. J., Mantler, J., & Horsburgh, M. E. (2001). The Impact of Hospital Amalgamation on the Job Attitudes of Nurses. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l’Administration, 18, 149-162. https://doi.org/10.1111/j.1936-4490.2001.tb00252.x
Arnold, K. A. (2017). Transformational Leadership and Employee Psychological Well-Being: A Review and Directions for Future Research. Journal of Occupational Health Psychology, 22, 381-393. https://doi.org/10.1037/ocp0000062
Aryee, S., Walumbwa, F. O., Zhou, Q., & Hartnell, C. A. (2012). Transformational Leadership, Innovative Behavior, and Task Performance: Test of Mediation and Moderation Processes. Human Performance, 25, 1-25. https://doi.org/10.1080/08959285.2011.631648
Asante, D., Tang, C., Kwamega, M., & Asante, E. A. (2022). In Pursuit of Service Encounter Quality: Will Service-Oriented High-Performance Work Systems Benefit High-Contact Service Industries? Journal of Retailing and Consumer Services, 68, Article 103037. https://doi.org/10.1016/j.jretconser.2022.103037
Augustyn, M. M., Elshaer, I. A., & Akamavi, R. K. (2021). Competing Models of Quality Management and Financial Performance Improvement. The Service Industries Journal, 41, 803-831. https://doi.org/10.1080/02642069.2019.1601706
Bakker, A. B., & Demerouti, E. (2018). Multiple Levels in Job Demands-Resources Theory: Implications for Employee Well-Being and Performance. In Handbook of Well-Being. Noba Scholar.
Bandura, A. (1993). Perceived Self-Efficacy in Cognitive Development and Functioning. Educational Psychologist, 28, 117-148. https://doi.org/10.1207/s15326985ep2802_3
Bandura, A. (1995). Exercise of Personal and Collective Efficacy in Changing Societies. In A. Bandura (Ed.), Self-Efficacy in Changing Societies (pp. 1-45). Cambridge University Press. https://doi.org/10.1017/CBO9780511527692.003
Bandura, A., & Adams, N. E. (1977). Analysis of Self-Efficacy Theory of Behavioral Change. Cognitive Therapy and Research, 1, 287-310. https://doi.org/10.1007/BF01663995
Barney, J. B. (1996). The Resource-Based Theory of the Firm. Organization Science, 7, 469.
Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51, 1173-1182. https://doi.org/10.1037/0022-3514.51.6.1173
Baroudi, S., Tamim, R., & Hojeij, Z. (2022). A Quantitative Investigation of Intrinsic and Extrinsic Factors Influencing Teachers’ Job Satisfaction in Lebanon. Leadership and Policy in Schools, 21, 127-146. https://doi.org/10.1080/15700763.2020.1734210
Batt, R. (2002). Managing Customer Services: Human Resource Practices, Quit Rates, and Sales Growth. Academy of Management Journal, 45, 587-597. https://doi.org/10.2307/3069383
Battisti, E., Graziano, E. A., Leonidou, E., Stylianou, I., & Pereira, V. (2021). International Marketing Studies in Banking and Finance: A Comprehensive Review and Integrative Framework. International Marketing Review, 38, 1047-1081. https://doi.org/10.1108/IMR-12-2020-0301
Bayighomog, S. W., & Arasli, H. (2019). Workplace Spirituality—Customer Engagement Nexus: The Mediated Role of Spiritual Leadership on Customer-Oriented Boundary-Spanning Behaviors. The Service Industries Journal, 39, 637-661. https://doi.org/10.1080/02642069.2019.1570153
Bayighomog, S. W., & Arasli, H. (2022). Reviving Employees’ Essence of Hospitality through Spiritual Wellbeing, Spiritual Leadership, and Emotional Intelligence. Tourism Management, 89, Article 104406. https://doi.org/10.1016/j.tourman.2021.104406
Benoliel, P., & Somech, A. (2015). The Role of Leader Boundary Activities in Enhancing Interdisciplinary Team Effectiveness. Small Group Research, 46, 83-124. https://doi.org/10.1177/1046496414560028
Bergami, M., & Bagozzi, R. P. (2000). Self-Categorization, Affective Commitment and Group Self-Esteem as Distinct Aspects of Social Identity in the Organization. British Journal of Social Psychology, 39, 555-577. https://doi.org/10.1348/014466600164633
Berkovich, I., & Eyal, O. (2021). Transformational Leadership, Transactional Leadership, and Moral Reasoning. Leadership and Policy in Schools, 20, 131-148. https://doi.org/10.1080/15700763.2019.1585551
Bettencourt, L. A., & Brown, S. W. (2003). Role Stressors and Customer-Oriented Boundary-Spanning Behaviors in Service Organizations. Journal of the Academy of Marketing Science, 31, 394-408. https://doi.org/10.1177/0092070303255636
Bettencourt, L. A., Brown, S. W., & MacKenzie, S. B. (2005). Customer-Oriented Boundary-Spanning Behaviors: Test of a Social Exchange Model of Antecedents. Journal of Retailing, 81, 141-157. https://doi.org/10.1016/j.jretai.2005.03.004
Bush, S., Michalek, D., & Francis, L. (2021). Perceived Leadership Styles, Outcomes of Leadership, and Self-Efficacy among Nurse Leaders: A Hospital-Based Survey to Inform Leadership Development at a US Regional Medical Center. Nurse Leader, 19, 390-394. https://doi.org/10.1016/j.mnl.2020.07.010
Carter, D. R., Cullen-Lester, K. L., Jones, J. M., Gerbasi, A., Chrobot-Mason, D., & Nae, E. Y. (2020). Functional Leadership in Interteam Contexts: Understanding ‘What’ in the Context of Why? Where? When? And Who? The Leadership Quarterly, 31, Article 101378. https://doi.org/10.1016/j.leaqua.2019.101378
Cayir, A., & Ulupinar, S. (2021). A Scale Development Study: Validity and Reliability of the Educational Skills Scale. Research on Education and Psychology, 5, 1-13.
Chang, P. C., & Chen, S. J. (2011). Crossing the Level of Employee’s Performance: HPWS, Affective Commitment, Human Capital, and Employee Job Performance in Professional Service Organizations. The International Journal of Human Resource Management, 22, 883-901. https://doi.org/10.1080/09585192.2011.555130
Chavez, R., Yu, W., Feng, M., & Wiengarten, F. (2016). The Effect of Customer-Centric Green Supply Chain Management on Operational Performance and Customer Satisfaction. Business Strategy and the Environment, 25, 205-220. https://doi.org/10.1002/bse.1868
Chen, I. S. (2016). A Combined MCDM Model Based on DEMATEL and ANP for the Selection of Airline Service Quality Improvement Criteria: A Study Based on the Taiwanese Airline Industry. Journal of Air Transport Management, 57, 7-18. https://doi.org/10.1016/j.jairtraman.2016.07.004
Chen, T. J., & Wu, C. M. (2020). Can Newcomers Perform Better at Hotels? Examining the Roles of Transformational Leadership, Supervisor-Triggered Positive Affect, and Perceived Supervisor Support. Tourism Management Perspectives, 33, Article 100587. https://doi.org/10.1016/j.tmp.2019.100587
Chien, S. Y., Yang, A. J. F., & Huang, Y. C. (2021). Hotel Frontline Service Employees’ Creativity and Customer-Oriented Boundary-Spanning Behaviors: The Effects of Role Stress and Proactive Personality. Journal of Hospitality and Tourism Management, 47, 422-430. https://doi.org/10.1016/j.jhtm.2021.04.015
Chuang, C. H., Jackson, S. E., & Jiang, Y. (2016). Can Knowledge-Intensive Teamwork Be Managed? Examining the Roles of HRM Systems, Leadership, and Tacit Knowledge. Journal of Management, 42, 524-554. https://doi.org/10.1177/0149206313478189
Collins, D., & Butler, N. (2020). Success and Failure in Professional Projects: The Nature, Contours and Limits of Consulting Professionalism. British Journal of Management, 31, 457-469. https://doi.org/10.1111/1467-8551.12331
Colman, H. L., & Rouzies, A. (2019). Postacquisition Boundary Spanning: A Relational Perspective on Integration. Journal of Management, 45, 2225-2253. https://doi.org/10.1177/0149206318759400
Combs, J., Liu, Y., Hall, A., & Ketchen, D. (2006). How Much Do High-Performance Work Practices Matter? A Meta-Analysis of Their Effects on Organizational Performance. Personnel Psychology, 59, 501-528. https://doi.org/10.1111/j.1744-6570.2006.00045.x
Cropanzano, R., & Mitchell, M. S. (2005). Social Exchange Theory: An Interdisciplinary Review. Journal of Management, 31, 874-900. https://doi.org/10.1177/0149206305279602
Cullen-Lester, K. L., Maupin, C. K., & Carter, D. R. (2017). Incorporating Social Networks into Leadership Development: A Conceptual Model and Evaluation of Research and Practice. The Leadership Quarterly, 28, 130-152. https://doi.org/10.1016/j.leaqua.2016.10.005
Darvishmotevali, M., Altinay, L., & De Vita, G. (2018). Emotional Intelligence and Creative Performance: Looking through the Lens of Environmental Uncertainty and Cultural Intelligence. International Journal of Hospitality Management, 73, 44-54. https://doi.org/10.1016/j.ijhm.2018.01.014
De Clercq, D., Haq, I. U., & Azeem, M. U. (2018). Self-Efficacy to Spur Job Performance: Roles of Job-Related Anxiety and Perceived Workplace Incivility. Management Decision, 56, 891-907. https://doi.org/10.1108/MD-03-2017-0187
De Clercq, K., Dietrich, A., Núñez Velasco, J. P., De Winter, J., & Happee, R. (2019). External Human-Machine Interfaces on Automated Vehicles: Effects on Pedestrian Crossing Decisions. Human Factors, 61, 1353-1370. https://doi.org/10.1177/0018720819836343
Demir, K. (2008). Transformational Leadership and Collective Efficacy: The Moderating Roles of Collaborative Culture and Teachers’ Self-Efficacy. Eurasian Journal of Educational Research, 33, 93-112.
Demortier, A. L. P., Delobbe, N., & El Akremi, A. (2014). Opening the Black Box of HR Practices-Performance Relationship: Testing a Three Pathways AMO Model. In Academy of Management Proceedings, 2014, Article 14932. https://doi.org/10.5465/ambpp.2014.102
Estes, W. K. (1969). Reinforcement in Human Learning. Reinforcement and Behavior, 63-94.
Farmanesh, P., Zargar, P., Esenyel, V., & Vehbi, A. (2021). Linking Spiritual Leadership and Boundary-Spanning Behavior: The Bright Side of Workplace Spirituality and Self-Esteem. SAGE Open, 11. https://doi.org/10.1177/21582440211040775
Farrell, A. M., Souchon, A. L., & Durden, G. R. (2009). The Relationship between Transformational Leadership and Customer-Orientated Boundary-Spanning Behaviours: Examining the Role of Compassion. In D. Tojib (Ed.), ANZMAC 2009 Conference Proceedings. ANZMAC.
Froehlich, D. E., Beausaert, S., & Segers, M. (2016). Aging and the Motivation to Stay Employable. Journal of Managerial Psychology, 31, 756-770. https://doi.org/10.1108/JMP-08-2014-0224
Fry, L. W. (2003). Toward a Theory of Spiritual Leadership. The Leadership Quarterly, 14, 693-727. https://doi.org/10.1016/j.leaqua.2003.09.001
Gao, Y., & Li, Z. (2021). The Impact of Corporate Cash Holding on Stock Price Crash Risk: Evidence from China. In 2021 3rd International Conference on Economic Management and Cultural Industry (ICEMCI 2021) (pp. 1466-1478). Atlantis Press. https://doi.org/10.2991/assehr.k.211209.239
Gardner, T. M., Wright, P. M., & Moynihan, L. M. (2011). The Impact of Motivation, Empowerment, and Skill-Enhancing Practices on Aggregate Voluntary Turnover: The Mediating Effect of Collective Affective Commitment. Personnel Psychology, 64, 315-350. https://doi.org/10.1111/j.1744-6570.2011.01212.x
Gardner, W. L., Karam, E. P., Alvesson, M., & Einola, K. (2021). Authentic Leadership Theory: The Case for and against. The Leadership Quarterly, 32, Article 101495. https://doi.org/10.1016/j.leaqua.2021.101495
Giao, H. N. K., Vuong, B. N., Huan, D. D., Tushar, H., & Quan, T. N. (2020). The Effect of Emotional Intelligence on Turnover Intention and the Moderating Role of Perceived Organizational Support: Evidence from the Banking Industry of Vietnam. Sustainability, 12, Article 1857. https://doi.org/10.3390/su12051857
Guest, D. E. (2017). Human Resource Management and Employee Well-Being: Towards a New Analytic Framework. Human Resource Management Journal, 27, 22-38. https://doi.org/10.1111/1748-8583.12139
Halbesleben, J. R., Neveu, J. P., Paustian-Underdahl, S. C., & Westman, M. (2014). Getting to the “COR” Understanding the Role of Resources in Conservation of Resources Theory. Journal of Management, 40, 1334-1364. https://doi.org/10.1177/0149206314527130
Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-Unit-Level Relationship between Employee Satisfaction, Employee Engagement, and Business Outcomes: A Meta-Analysis. Journal of Applied Psychology, 87, 268-279. https://doi.org/10.1037/0021-9010.87.2.268
Hauff, J. C., Carlander, A., Gärling, T., & Nicolini, G. (2020). Retirement Financial Behaviour: How Important Is Being Financially Literate? Journal of Consumer Policy, 43, 543-564. https://doi.org/10.1007/s10603-019-09444-x
Hayes, A. F. (2018). Partial, Conditional, and Moderated Moderated Mediation: Quantification, Inference, and Interpretation. Communication Monographs, 85, 4-40. https://doi.org/10.1080/03637751.2017.1352100
Hensellek, S., Kleine-Stegemann, L., & Kollmann, T. (2023). Entrepreneurial Leadership, Strategic Flexibility, and Venture Performance: Does Founders’ Span of Control Matter? Journal of Business Research, 157, Article 113544. https://doi.org/10.1016/j.jbusres.2022.113544
Hobfoll, S. E., Halbesleben, J., Neveu, J. P., & Westman, M. (2018). Conservation of Resources in the Organizational Context: The Reality of Resources and Their Consequences. Annual Review of Organizational Psychology and Organizational Behavior, 5, 103-128. https://doi.org/10.1146/annurev-orgpsych-032117-104640
Hon, A. H., & Lui, S. S. (2016). Employee Creativity and Innovation in Organizations: Review, Integration, and Future Directions for Hospitality Research. International Journal of Contemporary Hospitality Management, 28, 862-885. https://doi.org/10.1108/IJCHM-09-2014-0454
Hooper, D., Coughlan, J., & Mullen, M. R. (2008). Structural Equation Modelling: Guidelines for Determining Model Fit. Electronic Journal of Business Research Methods, 6, 53-60.
Howcroft, J. B. (1991). Customer Satisfaction in Retail Banking. Service Industries Journal, 11, 11-17. https://doi.org/10.1080/02642069100000002
Hu, L. T., & Bentler, P. M. (1999). Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6, 1-55. https://doi.org/10.1080/10705519909540118
Huettermann, H., & Bruch, H. (2019). Mutual Gains? Health-Related HRM, Collective Well-Being and Organizational Performance. Journal of Management Studies, 56, 1045-1072. https://doi.org/10.1111/joms.12446
Hulshof, I. L., Demerouti, E., & Le Blanc, P. M. (2020). Day-Level Job Crafting and Service-Oriented Task Performance: The Mediating Role of Meaningful Work and Work Engagement. Career Development International, 25, 355-371. https://doi.org/10.1108/CDI-05-2019-0111
Hunter, J. E., & Schmidt, F. L. (2004). Methods of Meta-Analysis: Correcting Error and Bias in Research Findings. Sage.
Hutcherson, C. A., Seppala, E. M., & Gross, J. J. (2008). Loving-Kindness Meditation Increases Social Connectedness. Emotion, 8, Article 720-724. https://doi.org/10.1037/a0013237
Inceoglu, I., Thomas, G., Chu, C., Plans, D., & Gerbasi, A. (2018). Leadership Behavior and Employee Well-Being: An Integrated Review and a Future Research Agenda. The Leadership Quarterly, 29, 179-202. https://doi.org/10.1016/j.leaqua.2017.12.006
Jabbour, C. J. C., & Santos, F. C. A. (2008). The Central Role of Human Resource Management in the Search for Sustainable Organizations. The International Journal of Human Resource Management, 19, 2133-2154. https://doi.org/10.1080/09585190802479389
Jiang, K., Lepak, D. P., Hu, J., & Baer, J. C. (2012). How Does Human Resource Management Influence Organizational Outcomes? A Meta-Analytic Investigation of Mediating Mechanisms. Academy of Management Journal, 55, 1264-1294. https://doi.org/10.5465/amj.2011.0088
Jones, C. W., Byon, K. K., & Huang, H. (2019). Service Quality, Perceived Value, and Fan Engagement: Case of Shanghai Formula One Racing. Sport Marketing Quarterly, 28, 63-76. https://doi.org/10.32731/SMQ.282.062019.01
Ju, Y., Back, K. J., Choi, Y., & Lee, J. S. (2019). Exploring Airbnb Service Quality Attributes and Their Asymmetric Effects on Customer Satisfaction. International Journal of Hospitality Management, 77, 342-352. https://doi.org/10.1016/j.ijhm.2018.07.014
Jung, H. S., & Yoon, H. H. (2020). How Do the Employees’ Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis. Information, 11, Article 384. https://doi.org/10.3390/info11080384
Kaiser, S., Patras, J., Adolfsen, F., Richardsen, A. M., & Martinussen, M. (2020). Using the Job Demands-Resources Model to Evaluate Work-Related Outcomes among Norwegian Health Care Workers. Sage Open, 10. https://doi.org/10.1177/2158244020947436
Kane, A. A., & Levina, N. (2017). ‘Am I Still One of Them?’: Bicultural Immigrant Managers Navigating Social Identity Threats When Spanning Global Boundaries. Journal of Management Studies, 54, 540-577. https://doi.org/10.1111/joms.12259
Kara, D., Kim, H., & Uysal, M. (2018). The Effect of Manager Mobbing Behaviour on Female Employees’ Quality of Life. Current Issues in Tourism, 21, 1453-1467. https://doi.org/10.1080/13683500.2015.1078298
Kehoe, R. R., & Wright, P. M. (2013). The Impact of High-Performance Human Resource Practices on Employees’ Attitudes and Behaviors. Journal of Management, 39, 366-391. https://doi.org/10.1177/0149206310365901
Kim, H. J., Tavitiyaman, P., & Kim, W. G. (2009). The Effect of Management Commitment to Service on Employee Service Behaviors: The Mediating Role of Job Satisfaction. Journal of Hospitality & Tourism Research, 33, 369-390. https://doi.org/10.1177/1096348009338530
Kim, S., & Anand, J. (2018). Knowledge Complexity and the Performance of Inter-Unit Knowledge Replication Structures. Strategic Management Journal, 39, 1959-1989. https://doi.org/10.1002/smj.2899
Klein, H. J., Solinger, O. N., & Duflot, V. (2022). Commitment System Theory: The Evolving Structure of Commitments to Multiple Targets. Academy of Management Review, 47, 116-138. https://doi.org/10.5465/amr.2018.0031
Kline, R. B. (2011). Convergence of Structural Equation Modeling and Multilevel Modeling. In M. Williams, & W. P. Vogt (Eds.), The SAGE Handbook of Innovation in Social Research Methods (pp. 562-589). SAGE Publications Ltd. https://doi.org/10.4135/9781446268261.n31
Kloutsiniotis, P. V., & Mihail, D. M. (2020). The Effects of High-Performance Work Systems in Employees’ Service-Oriented OCB. International Journal of Hospitality Management, 90, Article 102610. https://doi.org/10.1016/j.ijhm.2020.102610
Knipfer, K., Schreiner, E., Schmid, E., & Peus, C. (2018). The Performance of Pre-Founding Entrepreneurial Teams: The Importance of Learning and Leadership. Applied Psychology, 67, 401-427. https://doi.org/10.1111/apps.12126
Korschun, D. (2015). Boundary-Spanning Employees and Relationships with External Stakeholders: A Social Identity Approach. Academy of Management Review, 40, 611-629. https://doi.org/10.5465/amr.2012.0398
Kottke, J. L., & Sharafinski, C. E. (1988). Measuring Perceived Supervisory and Organizational Support. Educational and Psychological Measurement, 48, 1075-1079. https://doi.org/10.1177/0013164488484024
Kraimer, M. L., Seibert, S. E., Wayne, S. J., Liden, R. C., & Bravo, J. (2011). Antecedents and Outcomes of Organizational Support for Development: The Critical Role of Career Opportunities. Journal of Applied Psychology, 96, 485-500. https://doi.org/10.1037/a0021452
Kundu, S. C., & Gahlawat, N. (2016). Ability-Motivation-Opportunity Enhancing Human Resource Practices and Firm Performance: Evidence from India. Journal of Management & Organization, 24, 730-747. https://doi.org/10.1017/jmo.2016.22
Ladd, D., & Henry, R. A. (2000). Helping Coworkers and Helping the Organization: The Role of Support Perceptions, Exchange Ideology, and Conscientiousness. Journal of Applied Social Psychology, 30, 2028-2049. https://doi.org/10.1111/j.1559-1816.2000.tb02422.x
Lasisi, T. T., Ozturen, A., Eluwole, K. K., & Avci, T. (2020). Explicating Innovation-Based Human Resource Management’s Influence on Employee Satisfaction and Performance. Employee Relations: The International Journal, 42, 1181-1203. https://doi.org/10.1108/ER-08-2019-0319
Lepak, D. P., Liao, H., Chung, Y., & Harden, E. E. (2006). A Conceptual Review of Human Resource Management Systems in Strategic Human Resource Management Research. In J. J. Martocchio (Ed.), Research in Personnel and Human Resources Management (Research in Personnel and Human Resources Management, Vol. 25) (pp. 217-271). Emerald Group Publishing Limited. https://doi.org/10.1016/S0742-7301(06)25006-0
Lewis, C., Tucker, L. R., & Lewis, C. (1973). A Reliability Coefficient for Maximum Likelihood Factor Analysis. Psychometrika, 38, 1-10. https://doi.org/10.1007/BF02291170
Li, N., Harris, T. B., Boswell, W. R., & Xie, Z. (2011). The Role of Organizational Insiders’ Developmental Feedback and Proactive Personality on Newcomers’ Performance: An Interactionist Perspective. Journal of Applied Psychology, 96, 1317-1327. https://doi.org/10.1037/a0024029
Li, S., Jia, R., Seufert, J. H., Hu, W., & Luo, J. (2022). The Impact of Ability-, Motivation- and Opportunity-Enhancing Strategic Human Resource Management on Performance: The Mediating Roles of Emotional Capability and Intellectual Capital. Asia Pacific Journal of Human Resources, 60, 453-478. https://doi.org/10.1111/1744-7941.12293
Lin, M., Ling, Q., Liu, Y. et al. (2021). The Effects of Service Climate and Internal Service Quality on Frontline Hotel Employees’ Service-Oriented Behaviors. International Journal of Hospitality Management, 97, Article ID: 102995.
Locke, E. A., Shaw, K. N., Saari, L. M., & Latham, G. P. (1981). Goal Setting and Task Performance: 1969-1980. Psychological Bulletin, 90, 125-152. https://doi.org/10.1037/0033-2909.90.1.125
Ly, N.-B. (2020). Cultural Influences on Leadership: Western-Dominated Leadership and Non-Western Conceptualizations of Leadership. Sociology and Anthropology, 8, 1-12. https://doi.org/10.13189/sa.2020.080101
Maddux, J. E., & Gosselin, J. T. (2012). Self-Efficacy. The Guilford Press.
Madera, J. M., Dawson, M., Guchait, P., & Belarmino, A. M. (2017). Strategic Human Resources Management Research in Hospitality and Tourism: A Review of Current Literature and Suggestions for the Future. International Journal of Contemporary Hospitality Management, 29, 48-67. https://doi.org/10.1108/IJCHM-02-2016-0051
Maenhout, G., Billiet, V., Sijmons, M., & Beeckman, D. (2021). The Effect of Repeated High-Fidelity in Situ Simulation-Based Training on Self-Efficacy, Self-Perceived Leadership Qualities and Team Performance: A Quasi-Experimental Study in a NICU-Setting. Nurse Education Today, 100, Article 104849. https://doi.org/10.1016/j.nedt.2021.104849
Manurung, I. F., Probandari, A., Wahyuni, C. U., & Nugroho, H. S. W. (2019). The Role of Religious Leader Support on Voluntary Counseling and Testing (VCT) Behavior of Individuals at Risk of HIV/AIDS in Kupang City, Indonesia. Indian Journal of Forensic Medicine & Toxicology, 13, 1533-1538. https://doi.org/10.5958/0973-9130.2019.00519.X
Martins, J. M., Shahzad, M. F., & Xu, S. (2023). Factors Influencing Entrepreneurial Intention to Initiate New Ventures: Evidence from University Students. Journal of Innovation and Entrepreneurship, 12, Article No. 63. https://doi.org/10.1186/s13731-023-00333-9
McClean, E., & Collins, C. J. (2019). Expanding the Concept of Fit in Strategic Human resource Management: An Examination of the Relationship between Human Resource Practices and Charismatic Leadership on Organizational Outcomes. Human Resource Management, 58, 187-202. https://doi.org/10.1002/hrm.21945
Mi, L., Gan, X., Xu, T., Long, R., Qiao, L., & Zhu, H. (2019). A New Perspective to Promote Organizational Citizenship Behaviour for the Environment: The Role of Transformational Leadership. Journal of Cleaner Production, 239, Article 118002. https://doi.org/10.1016/j.jclepro.2019.118002
Mollahosseini, A., Karnama, A., Sadat, M., & Mirhosseyni, L. (2012). Investigating the Relationship between Perception of Justice and Customer-Oriented Boundary Spanning Behaviors. International Journal of Business and Social Science, 3, No. 3.
Mortensen, M., & Haas, M. R. (2018). Perspective—Rethinking Teams: From Bounded Membership to Dynamic Participation. Organization Science, 29, 341-355. https://doi.org/10.1287/orsc.2017.1198
Nabi, R. L., & Prestin, A. (2017). Social Learning Theory and Social Cognitive Theory. In The International Encyclopedia of Media Effects (pp. 1-13). John Wiley & Sons, Inc. https://doi.org/10.1002/9781118783764.wbieme0073
Nifadkar, S., Tsui, A. S., & Ashforth, B. E. (2012). The Way You Make Me Feel and Behave: Supervisor-Triggered Newcomer Affect and Approach-Avoidance Behavior. Academy of Management Journal, 55, 1146-1168. https://doi.org/10.5465/amj.2010.0133
Olorunsola, V. O., Saydam, M. B., Ogunmokun, O. A., & Ozturen, A. (2022). Service beyond the Status Quo: The Ripple Effect of Corporate Social Responsibility and Internal Marketing on Employee’s Customer-Oriented Behavior. International Journal of Bank Marketing, 40, 820-841. https://doi.org/10.1108/IJBM-07-2021-0321
Ozturen, A. (2022). Service beyond the Status Quo: The Ripple Effect of Corporate Social Responsibility and Internal Marketing on Employee’s Customer-Oriented Behavior. International Journal of Bank Marketing, 40, 820-841. https://doi.org/10.1108/IJBM-07-2021-0321
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The Service Quality Dimensions That Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability, 11, Article 1113. https://doi.org/10.3390/su11041113
Paredes, S. L., Salomón, J. O., & Camino, J. R. (2021). Impact of Authentic Leadership on Work Engagement and Organizational Citizenship Behavior: The Meditating Role of Motivation for Work. International Journal of Economics & Business Administration (IJEBA), 9, 3-31.
Park, J. J. (2018). A Study on Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees for Deluxe Hotel in Seoul. Journal of Convergence for Information Technology, 8, 215-225. https://doi.org/10.31916/sjhc.2018.01.01.2
Park, J., & Min, H. K. (2020). Turnover Intention in the Hospitality Industry: A Meta-Analysis. International Journal of Hospitality Management, 90, Article 102599. https://doi.org/10.1016/j.ijhm.2020.102599
Park, R., & Jang, S. J. (2017). Mediating Role of Perceived Supervisor Support in the Relationship between Job Autonomy and Mental Health: Moderating Role of Value-Means Fit. The International Journal of Human Resource Management, 28, 703-723. https://doi.org/10.1080/09585192.2015.1109536
Paulin, M., Ferguson, R. J., & Bergeron, J. (2006). Service Climate and Organizational Commitment: The Importance of Customer Linkages. Journal of Business Research, 59, 906-915. https://doi.org/10.1016/j.jbusres.2006.03.004
Perrot, S., Bauer, T. N., Abonneau, D., Campoy, E., Erdogan, B., & Liden, R. C. (2014). Organizational Socialization Tactics and Newcomer Adjustment: The Moderating Role of Perceived Organizational Support. Group & Organization Management, 39, 247-273. https://doi.org/10.1177/1059601114535469
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of Applied Psychology, 88, 879-903. https://doi.org/10.1037/0021-9010.88.5.879
Prysor, D., & Henley, A. (2018). Boundary Spanning in Higher Education Leadership: Identifying Boundaries and Practices in a British University. Studies in Higher Education, 43, 2210-2225. https://doi.org/10.1080/03075079.2017.1318364
Qiu, S., Alizadeh, A., Dooley, L. M., & Zhang, R. (2019). The Effects of Authentic Leadership on Trust in Leaders, Organizational Citizenship Behavior, and Service Quality in the Chinese Hospitality Industry. Journal of Hospitality and Tourism Management, 40, 77-87. https://doi.org/10.1016/j.jhtm.2019.06.004
Rafi, A., & Saeed, T. (2019). Salespersons as Boundary Spanners: Moderating Role of Salespersons’ Emotional Intelligence in the Pharmaceutical Industry. Paradigms, 13, 32-39.
Raub, S., & Liao, H. (2012). Doing the Right Thing without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance. Journal of Applied Psychology, 97, 651-667. https://doi.org/10.1037/a0026736
Reza, M. H. (2019). Components of Transformational Leadership Behavior. EPRA International Journal of Multidisciplinary Research, 5, 119-124.
Riggs, M. L., Warka, J., Babasa, B., Betancourt, R., & Hooker, S. (1994). Development and Validation of Self-Efficacy and Outcome Expectancy Scales for Job-Related Applications. Educational and Psychological Measurement, 54, 793-802. https://doi.org/10.1177/0013164494054003026
Rizvi, Y. S., & Garg, R. (2021). The Simultaneous Effect of Green Ability-Motivation-Opportunity and Transformational Leadership in Environment Management: The Mediating Role of Green Culture. Benchmarking: An International Journal, 28, 830-856. https://doi.org/10.1108/BIJ-08-2020-0400
Rotter, J. B. (1954). Social Learning and Clinical Psychology. Prentice-Hall, Inc. https://doi.org/10.1037/10788-000
Şahin, E. E., & Gülşen, F. U. (2022). Clance Impostor Phenomenon Scale (CIPS): Adaptation and Validation in Turkish University Students. Psycho-Educational Research Reviews, 11, 270-282. https://doi.org/10.52963/PERR_Biruni_V11.N1.17
Salas-Vallina, A., Alegre, J., & López-Cabrales, á. (2020). The Challenge of Increasing Employees’ Well-Being and Performance: How Human Resource Management Practices and Engaging Leadership Work Together toward Reaching This Goal. Human Resource Management, 60, 333-347. https://doi.org/10.1002/hrm.22021
Salas-Vallina, A., Pasamar, S., & Donate, M. J. (2021). Well-Being in Times of Ill-Being: How AMO HRM Practices Improve Organizational Citizenship Behaviour through Work-Related Well-Being and Service Leadership. Employee Relations: The International Journal, 43, 911-935. https://doi.org/10.1108/ER-05-2020-0236
Schepers, J. J., & Van der Borgh, M. (2020). A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture. Journal of Service Research, 23, 255-280. https://doi.org/10.1177/1094670520918669
Schneider, B., & Bowen, D. E. (1985). Employee and Customer Perceptions of Service in Banks: Replication and Extension. Journal of Applied Psychology, 70, 423-433. https://doi.org/10.1037/0021-9010.70.3.423
Schotter, A. P., Mudambi, R., Doz, Y. L., & Gaur, A. (2017). Boundary Spanning in Global Organizations. Journal of Management Studies, 54, 403-421. https://doi.org/10.1111/joms.12256
Schwepker, C. H., & Ingram, T. N. (2016). Ethical Leadership in the Salesforce: Effects on Salesperson Customer Orientation, Commitment to Customer Value and Job Stress. Journal of Business & Industrial Marketing, 31, 914-927. https://doi.org/10.1108/JBIM-07-2015-0136
Scott, B. B. (2020). Designing for Collaboration: An Examination of the Organizational Elements that Support Cross-Boundary Collaboration. Doctoral Dissertation, Fielding Graduate University.
Shamim, S., Cang, S., & Yu, H. (2019). Impact of Knowledge-Oriented Leadership on Knowledge Management Behaviour through Employee Work Attitudes. The International Journal of Human Resource Management, 30, 2387-2417. https://doi.org/10.1080/09585192.2017.1323772
Singh, J., Marinova, D., & Brown, S. P. (2022). Chap. 22. Myth and Reality: Boundary Spanning Work in B2B Frontlines. In G. Lilien, A. Petersen, & S. Wuyts (Eds.), Handbook of Business-to-Business Marketing (p. 409-434). Edward Elgar Publishing. https://doi.org/10.4337/9781800376878.00033
Sliwinski, M. S., Burbach, M. E., Powell, L. A., & Schacht, W. H. (2018). Factors Influencing Ranchers’ Intentions to Manage for Vegetation Heterogeneity and Promote Cross-Boundary Management in the Northern Great Plains. Ecology and Society, 23, 45. https://doi.org/10.5751/ES-10660-230445
Song, M., Jiang, A., Wang, Z., & Hu, H. (2023). Can Boundary-Spanning Leaders Take Good Care of Their Families? A Work-Home Resource Model of Leader Boundary-Spanning Behavior. Journal of Business Research, 156, Article 113517. https://doi.org/10.1016/j.jbusres.2022.113517
Sperber, A. D. (2004). Translation and Validation of Study Instruments for Cross-Cultural Research. Gastroenterology, 126, S124-S128. https://doi.org/10.1053/j.gastro.2003.10.016
Taheri, B., Hosany, S., & Altinay, L. (2019). Consumer Engagement in the Tourism Industry: New Trends and Implications for Research. The Service Industries Journal, 39, 463-468. https://doi.org/10.1080/02642069.2019.1595374
Takanashi, C., & Lee, K. J. (2019). Boundary Spanning Leadership, Resource Mobilisation, and Performance of University-Industry R&D Projects: A Study in a Japanese University. Technology Analysis and Strategic Management, 31, 140-154. https://doi.org/10.1080/09537325.2018.1490397
Tang, Y. Y., & Tsaur, S. H. (2016). Supervisory Support Climate and Service-Oriented Organizational Citizenship Behavior in Hospitality: The Role of Positive Group Affective Tone. International Journal of Contemporary Hospitality Management, 28, 2331-2349. https://doi.org/10.1108/IJCHM-09-2014-0432
Usman, M., Ali, M., Ogbonnaya, C., & Babalola, M. T. (2021). Fueling the Intrapreneurial Spirit: A Closer Look at How Spiritual Leadership Motivates Employee Intrapreneurial Behaviors. Tourism Management, 83, Article 104227. https://doi.org/10.1016/j.tourman.2020.104227
Van Dierendonck, D. (2011). Servant Leadership: A Review and Synthesis. Journal of Management, 37, 1228-1261. https://doi.org/10.1177/0149206310380462
Van Meerkerk, I., & Edelenbos, J. (2017). Facilitating Conditions for Boundary-Spanning Behaviour in Governance Networks. Public Management Review, 20, 503-524. https://doi.org/10.1080/14719037.2017.1302248
Van Meerkerk, I., & Edelenbos, J. (2020). Becoming a Competent Boundary Spanning Public Servant. In H. Sullivan, H. Dickinson, & H. Henderson (Eds.), The Palgrave Handbook of the Public Servant (pp. 1-15). Palgrave Macmillan. https://doi.org/10.1007/978-3-030-03008-7_39-1
Vora, D., Kostova, T., & Roth, K. (2007). Roles of Subsidiary Managers in Multinational Corporations: The Effect of Dual Organizational Identification. Management International Review, 47, 595-620. https://doi.org/10.1007/s11575-007-0031-3
Walumbwa, F. O. et al. (2011). Linking Ethical Leadership to Employee Performance: The Roles of Leader-Member Exchange, Self-Efficacy, and Organizational Identification. Organizational Behavior and Human Decision Processes, 115, 204-213. https://doi.org/10.1016/j.obhdp.2010.11.002
Wang, C. J., & Tseng, K. J. (2019). Effects of Selected Positive Resources on Hospitality Service Quality: The Mediating Role of Work Engagement. Sustainability, 11, 2320.
Wang, H., Law, K. S., Hackett, R. D., Wang, D., & Chen, Z. X. (2005). Leader-Member Exchange as a Mediator of the Relationship between Transformational Leadership and Followers’ Performance and Organizational Citizenship Behavior. Academy of Management Journal, 48, 420-432. https://doi.org/10.5465/amj.2005.17407908
Wang, J. S., Fu, X., & Wang, Y. (2021). Can “Bad” Stressors Spark “Good” Behaviors in Frontline Employees? Incorporating Motivation and Emotion. International Journal of Contemporary Hospitality Management, 33, 101-124. https://doi.org/10.1108/IJCHM-06-2020-0519
Wang, Z., Hangeldiyeva, M., Ali, A., & Guo, M. (2022). Effect of Enterprise Social Media on Employee Creativity: Social Exchange Theory Perspective. Frontiers in Psychology, 12, Article ID: 812490.
Wickson, F., Carew, A. L., & Russell, A. W. (2006). Transdisciplinary Research: Characteristics, Quandaries and Quality. Futures, 38, 1046-1059. https://doi.org/10.1016/j.futures.2006.02.011
Wieseke, J., Ullrich, J., Christ, O., & Van Dick, R. (2007). Organizational Identification as a Determinant of Customer Orientation in Service Organizations. Marketing Letters, 18, 265-278. https://doi.org/10.1007/s11002-007-9021-2
Wilson, R. M., Gaines, J., & Hill, R. P. (2008). Neuromarketing and Consumer Free Will. Journal of Consumer Affairs, 42, 389-410. https://doi.org/10.1111/j.1745-6606.2008.00114.x
Woodside, A. G. (2020). Interventions as Experiments: Connecting the Dots in Forecasting and Overcoming Pandemics, Global Warming, Corruption, Civil Rights Violations, Misogyny, Income Inequality, and Guns. Journal of Business Research, 117, 212-218. https://doi.org/10.1016/j.jbusres.2020.05.027
Wu, X., Wang, J., & Ling, Q. (2021). Managing Internal Service Quality in Hotels: Determinants and Implications. Tourism Management, 86, Article ID: 104329. https://doi.org/10.1016/j.tourman.2021.104329
Yammarino, F. J., Spangler, W. D., & Bass, B. M. (1993). Transformational Leadership and Performance: A Longitudinal Investigation. The Leadership Quarterly, 4, 81-102. https://doi.org/10.1016/1048-9843(93)90005-E
Yang, X., Zhang, M., Kong, L., Wang, Q., & Hong, J. C. (2021). The Effects of Scientific Self-Efficacy and Cognitive Anxiety on Science Engagement with the “Question-Observation-Doing-Explanation” Model during School Disruption in COVID-19 Pandemic. Journal of Science Education and Technology, 30, 380-393. https://doi.org/10.1007/s10956-020-09877-x
Yarimoglu, E. K. (2014). A Review on Dimensions of Service Quality Models. Journal of Marketing Management, 2, 79-93.
Yukl, G., Gordon, A., & Taber, T. (2002). A Hierarchical Taxonomy of Leadership Behavior: Integrating a Half Century of Behavior Research. Journal of Leadership & Organizational Studies, 9, 15-32. https://doi.org/10.1177/107179190200900102
Yusuf, Y., Boutte’, J., Lloyd, A., Fortune, E., & Blocker, R. C. (2020). Joy in the Workplace: A Scoping Review of Positive Emotion and Electroencephalogram. Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 64, 1493-1497. https://doi.org/10.1177/1071181320641357
Zhang, J. A., Chen, G., O’Kane, C., Xiang, S., & Wang, J. (2022). How Employee Exploration and Exploitation Affect Task Performance: The Influence of Organizational Competitive Orientation. The International Journal of Human Resource Management, 33, 930-964. https://doi.org/10.1080/09585192.2020.1745866
Zhang, Y., Liao, J., Yan, Y., & Guo, Y. (2014). Newcomers’ Future Work Selves, Perceived Supervisor Support, and Proactive Socialization in Chinese Organizations. Social Behavior and Personality: An International Journal, 42, 1457-1472. https://doi.org/10.2224/sbp.2014.42.9.1457
Zhao, J., & Qin, Y. (2021). Perceived Teacher Autonomy Support and Students’ Deep Learning: The Mediating Role of Self-Efficacy and the Moderating Role of Perceived Peer Support. Frontiers in Psychology, 12, Article 2177. https://doi.org/10.3389/fpsyg.2021.652796
Zientek, L. R., & Thompson, B. (2009). Matrix Summaries Improve Research Reports: Secondary Analyses Using Published Literature. Educational Researcher, 38, 343-352. https://doi.org/10.3102/0013189X09339056