Fostering Employee Customer-Oriented Boundary Spanning Behaviors: The Role of Inclusive Leadership
基于社会交换理论，研究揭示包容型领导通过增强一线服务员工的责任感来促进其客户导向的边界跨越行为，且归属需求强化了这一过程。
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.