IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v65y2012i5p626-633.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296311000944
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2011.03.001?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Teuvo Kantanen & Saara Julkunen & Esa Hiltunen & David Nickell, 2017. "Creating employees’ motivational paths in the retail trade," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1389332-138, January.
    2. Auh, Seigyoung & Menguc, Bulent & Fisher, Michelle & Haddad, Abeer, 2011. "The perceived autonomy–perceived service climate relationship: The contingency effect of store-level tenure diversity," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 509-520.
    3. Castaldo, Sandro & Ciacci, Andrea & Penco, Lara, 2023. "Perceived corporate social responsibility and job satisfaction in grocery retail: A comparison between low- and high-productivity stores," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    4. Shahbaz, Muhammad & Gao, Changyuan & Zhai, LiLi & Shahzad, Fakhar & Khan, Imran, 2021. "Environmental air pollution management system: Predicting user adoption behavior of big data analytics," Technology in Society, Elsevier, vol. 64(C).
    5. Robert Mayberry & James Sanders Boles & Naveen Donthu, 2018. "An escalation of commitment perspective on allocation-of-effort decisions in professional selling," Journal of the Academy of Marketing Science, Springer, vol. 46(5), pages 879-894, September.
    6. Jones, Eli & Chonko, Lawrence & Rangarajan, Deva & Roberts, James, 2007. "The role of overload on job attitudes, turnover intentions, and salesperson performance," Journal of Business Research, Elsevier, vol. 60(7), pages 663-671, July.
    7. Lin, Jo-Hui & Wong, Jehn-Yih & Ho, Ching-hua, 2013. "Promoting frontline employees' quality of life: Leisure benefit systems and work-to-leisure conflicts," Tourism Management, Elsevier, vol. 36(C), pages 178-187.
    8. Thomas W. H. Ng & Lorenzo Lucianetti & Dennis Y. Hsu & Frederick H. K. Yim & Kelly L. Sorensen, 2021. "You Speak, I Speak: The Social‐Cognitive Mechanisms of Voice Contagion," Journal of Management Studies, Wiley Blackwell, vol. 58(6), pages 1569-1608, September.
    9. Ross Gilbert, Jonathan & Krush, Michael T. & Trainor, Kevin J. & Wayment, Heidi A., 2022. "The (quiet) ego and sales: Transcending self-interest and its relationship with adaptive selling," Journal of Business Research, Elsevier, vol. 150(C), pages 326-338.
    10. 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.
    11. Bykadorov, Igor & Ellero, Andrea & Moretti, Elena & Vianello, Silvia, 2009. "The role of retailer's performance in optimal wholesale price discount policies," European Journal of Operational Research, Elsevier, vol. 194(2), pages 538-550, April.
    12. Rutherford, Brian & Boles, James & Hamwi, G. Alexander & Madupalli, Ramana & Rutherford, Leann, 2009. "The role of the seven dimensions of job satisfaction in salesperson's attitudes and behaviors," Journal of Business Research, Elsevier, vol. 62(11), pages 1146-1151, November.
    13. Gopalakrishna, Srinath & Crecelius, Andrew T. & Patil, Ashutosh, 2022. "Hunting for new customers: Assessing the drivers of effective salesperson prospecting and conversion," Journal of Business Research, Elsevier, vol. 149(C), pages 916-926.
    14. C. Fred Miao & Guangping Wang, 2017. "Effects of work–family interface conflicts on salesperson behaviors: a double-edged sword," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 762-783, September.
    15. Edmondson, Diane R. & Boyer, Stefanie L., 2013. "The Moderating Effect of the Boundary Spanning Role on Perceived Supervisory Support: A Meta-Analytic Review," Journal of Business Research, Elsevier, vol. 66(11), pages 2186-2192.
    16. Gleim, Mark R. & Johnson, Catherine M. & Lawson, Stephanie J., 2019. "Sharers and sellers: A multi-group examination of gig economy workers' perceptions," Journal of Business Research, Elsevier, vol. 98(C), pages 142-152.
    17. Valerie Good & Douglas E. Hughes & Hao Wang, 2022. "More than money: establishing the importance of a sense of purpose for salespeople," Journal of the Academy of Marketing Science, Springer, vol. 50(2), pages 272-295, March.
    18. Jung, Jin Ho & Brown, Tom J. & Zablah, Alex R., 2022. "How Customer Requests Influence Frontline Employee Job Outcomes: The Role of Personal Appraisal Tendencies and Situational Customer Demandingness," Journal of Retailing, Elsevier, vol. 98(2), pages 315-334.
    19. Brown, James R. & Dant, Rajiv P., 2009. "The Theoretical Domains of Retailing Research: A Retrospective," Journal of Retailing, Elsevier, vol. 85(2), pages 113-128.
    20. Johlke, Mark C. & Iyer, Rajesh, 2013. "A model of retail job characteristics, employee role ambiguity, external customer mind-set, and sales performance," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 58-67.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:65:y:2012:i:5:p:626-633. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.