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.
|Title of host publication||ANZMAC 2009 conference proceedings|
|Publication status||Published - 2009|
|Event||Australia and New Zealand Marketing Academy Conference 2009 - Melbourne, Australia|
Duration: 30 Nov 2009 → 2 Dec 2009
|Conference||Australia and New Zealand Marketing Academy Conference 2009|
|Abbreviated title||ANZMAC 2009|
|Period||30/11/09 → 2/12/09|
- transformational leadership
- service delivery
Farrell, AM., Souchon, A. L., & Durden, G. R. (2009). The relationship between transformational leadership and customer-orientated boundary-spanning behaviours: examining the role of compassion. In D. Tojib (Ed.), ANZMAC 2009 conference proceedings ANZMAC.