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Information control, role perceptions, and work outcomes of boundary-spanning frontline managers

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  • Rigopoulou, Irini
  • Theodosiou, Marios
  • Katsikea, Evangelia
  • Perdikis, Nicholas

Abstract

Previous research demonstrates the destructive consequences of role stress for the work outcomes of employees occupying boundary-spanning positions. Most studies examine the behavior and performance of industrial salespeople. In contrast, limited evidence exists regarding the antecedents and consequences of role stress in service organizations. This article helps fill this notable gap by investigating the correlates of role ambiguity in the context of frontline managers in banking institutions. The article offers a conceptual model and an empirical test using data gathered from 316 bank branch managers. The study findings reveal that information control is an effective mechanism for reducing role ambiguity. The results also indicate that role ambiguity negatively affects job performance and job satisfaction, intrinsic motivation positively relates to job satisfaction, and bank managers' job performance enhances branch effectiveness. The article concludes with a discussion of study implications and suggestions for future research in the field.

Suggested Citation

  • Rigopoulou, Irini & Theodosiou, Marios & Katsikea, Evangelia & Perdikis, Nicholas, 2012. "Information control, role perceptions, and work outcomes of boundary-spanning frontline managers," Journal of Business Research, Elsevier, vol. 65(5), pages 626-633.
    • Handle: RePEc:eee:jbrese:v:65:y:2012:i:5:p:626-633
    DOI: 10.1016/j.jbusres.2011.03.001
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    References listed on IDEAS

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    1. Boles, James S. & Babin, Barry J., 1996. "On the front lines: Stress, conflict, and the customer service provider," Journal of Business Research, Elsevier, vol. 37(1), pages 41-50, September.
    2. Wood, Van R. & Chonko, Lawrence B. & Hunt, Shelby D., 1986. "Social responsibility and personal success: Are they incompatible?," Journal of Business Research, Elsevier, vol. 14(3), pages 193-212, June.
    3. Miao, C. Fred & Evans, Kenneth R. & Shaoming, Zou, 2007. "The role of salesperson motivation in sales control systems -- Intrinsic and extrinsic motivation revisited," Journal of Business Research, Elsevier, vol. 60(5), pages 417-425, May.
    4. Arnold, Todd & Flaherty, Karen E. & Voss, Kevin E. & Mowen, John C., 2009. "Role Stressors and Retail Performance: The Role of Perceived Competitive Climate," Journal of Retailing, Elsevier, vol. 85(2), pages 194-205.
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    Cited by:

    1. Sergio Román, 2014. "Salesperson's listening in buyer-seller service relationships," The Service Industries Journal, Taylor & Francis Journals, vol. 34(7), pages 630-644, May.
    2. Bei Liu & Hong Chen & Shiyan Jiang & Qingqing Sun, 2021. "Why Can’t I Work in a Green Way? Research on the Influencing Mechanism of Employees’ Labor Intentions," Sustainability, MDPI, vol. 13(20), pages 1-13, October.
    3. Alexander, Andrew & Teller, Christoph & Roggeveen, Anne L., 2016. "The boundary spanning of managers within service networks," Journal of Business Research, Elsevier, vol. 69(12), pages 6031-6039.
    4. Paraskevi (Evi) Dekoulou & Anna Anastasopoulou & Panagiotis Trivellas, 2023. "Employee Performance Implications of CSR for Organizational Resilience in the Banking Industry: The Mediation Role of Psychological Empowerment," Sustainability, MDPI, vol. 15(15), pages 1-20, August.
    5. Valerie Good & Douglas E. Hughes & Ahmet H. Kirca & Sean McGrath, 2022. "A self-determination theory-based meta-analysis on the differential effects of intrinsic and extrinsic motivation on salesperson performance," Journal of the Academy of Marketing Science, Springer, vol. 50(3), pages 586-614, May.
    6. Yuhyung Shin & Won-Moo Hur & Kyungdo Park & Hansol Hwang, 2020. "How Managers’ Job Crafting Reduces Turnover Intention: The Mediating Roles of Role Ambiguity and Emotional Exhaustion," IJERPH, MDPI, vol. 17(11), pages 1-17, June.
    7. Miao Li & Luluo Peng & Guijun Zhuang, 2020. "Sales Control Systems and Salesperson Commitment: The Moderating Role of Behavior Uncertainty," Sustainability, MDPI, vol. 12(7), pages 1-18, March.
    8. Chang, Woojung & Franke, George R. & Lee, Nick, 2016. "Comparing reflective and formative measures: New insights from relevant simulations," Journal of Business Research, Elsevier, vol. 69(8), pages 3177-3185.
    9. J. Travis Bland, 2018. "Frontline Participatory Behavior in Networks: Identity Work and the Corresponding Behavioral Determinations," Public Organization Review, Springer, vol. 18(4), pages 461-485, December.

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