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The relationship between transformational leadership and customer-orientated boundary-spanning behaviours:examining the role of compassion

Year: 2009

Type: book-chapter

Abstract: Customer-oriented boundary-spanning behaviours (COBSBs) are critical to the success of service organisations. Transformational leadership, with its emphasis on the social elements of the leader-subordinate dyad, is a likely antecedent to COBSBs. Similarly, the interpersonal nature of services suggests leader compassion could have a significant effect on the saliency of the relationship between transformational leadership and COBSBs. This paper reports on a study of the moderating effect of leader compassion on the relationship between transformational leadership and COBSBs (service delivery behaviours, internal influence and external representation). Transformational leadership and compassion both have significant and positive influences on COBSBs. However, compassion plays no moderating role. These findings are discussed and avenues for further research are proposed.

Source: Aston Publications Explorer (Aston University)

Authors: Andrew M. Farrell, Anne L. Souchon, Geoffrey R. Durden

Institutions: Loughborough University, La Trobe University

Language: English

Topic: Job Satisfaction and Organizational Behavior

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2122625999

FWCI:

Cites: 42

Cited by: 4

Related to: 10