跨越边界
业务
亲社会行为
营销
多级模型
社会交换理论
服务(商务)
工作(物理)
旅游
公共关系
心理学
知识管理
社会心理学
计算机科学
机械工程
法学
工程类
机器学习
政治学
作者
Zhao Wang,Yijiao Ye,Qixing Huang,Xinyu Liu,Yunshan Fan
标识
DOI:10.1177/00472875231187889
摘要
Frontline service employees (FSEs)’ customer-oriented boundary spanning behaviors (COBSBs) are prosocial behaviors adapted to the job requirements and work environment of customer service personnel. It is a significant strategic imperative for achieving excellent performance in the tourism organizations. Building on social exchange theory, this study uncovered that inclusive leadership motivates FSEs’ COBSBs. Using hierarchical multiple regression analysis with time-lagged data, we find that inclusive leadership promotes FSEs’ COBSBs by enhancing their felt obligations. Moreover, the need for affiliation enhances the direct effect that inclusive leadership has on felt obligations and its indirect effect on FSEs’ COBSBs via felt obligations.
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