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

AM Farrell, Anne L. Souchon, Geoffrey R. Durden

Research output: Chapter in Book/Report/Conference proceedingConference publication

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.
Original languageEnglish
Title of host publicationANZMAC 2009 conference proceedings
EditorsDewi Tojib
PublisherANZMAC
ISBN (Print)1-86308-158-5
Publication statusPublished - 2009
EventAustralia and New Zealand Marketing Academy Conference 2009 - Melbourne, Australia
Duration: 30 Nov 20092 Dec 2009

Conference

ConferenceAustralia and New Zealand Marketing Academy Conference 2009
Abbreviated titleANZMAC 2009
CountryAustralia
CityMelbourne
Period30/11/092/12/09

Keywords

  • transformational leadership
  • compassion
  • service delivery

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    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.