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The boundary spanning of managers within service networks

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  • Alexander, Andrew
  • Teller, Christoph
  • Roggeveen, Anne L.

Abstract

This research examines how managers act as a boundary spanner in two types of boundary-spanning relationships and how their boundary-spanning activities provide support for customer value creation in service networks. Using an embedded case design in three shopping centers, the results from interviews with retail store managers and shopping center managers indicate that store managers span boundaries between both the parent organization and the shopping center and between the shopping center and customers. Analysis reveals six types of boundary-spanning activities. Four serve to represent the organization (service delivery, coordination, guarding, and external communication), while two are informational in nature (outbound information collection and relay, and inbound information collection and relay). This research highlights the wide range of activities a manager can undertake to improve the competitiveness of a company and service network by enhancing customer value.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:12:p:6031-6039
    DOI: 10.1016/j.jbusres.2016.05.018
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    References listed on IDEAS

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    1. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    2. 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.
    3. Grewal, Dhruv & Levy, Michael & Kumar, V., 2009. "Customer Experience Management in Retailing: An Organizing Framework," Journal of Retailing, Elsevier, vol. 85(1), pages 1-14.
    4. Oppewal, Harmen & Louviere, Jordan J. & Timmermans, Harry J. P., 2000. "Modifying Conjoint Methods to Model Managers' Reactions to Business Environmental Trends: An Application to Modeling Retailer Reactions to Sales Trends," Journal of Business Research, Elsevier, vol. 50(3), pages 245-257, December.
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    Cited by:

    1. Grewal, Dhruv & Roggeveen, Anne L. & Sisodia, Rajendra & Nordfält, Jens, 2017. "Enhancing Customer Engagement Through Consciousness," Journal of Retailing, Elsevier, vol. 93(1), pages 55-64.
    2. Hänninen, Mikko & Paavola, Lauri, 2021. "Managing transformations in retail agglomerations:Case Itis shopping center," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    3. Alexander, Andrew & Teller, Christoph & Wood, Steve, 2020. "Augmenting the urban place brand – On the relationship between markets and town and city centres," Journal of Business Research, Elsevier, vol. 116(C), pages 642-654.

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