Boundary Spanners' Satisfaction with Organizational Support Services: An Internal Communications Perspective

Simona Stan, Timothy D. Landry, Kenneth R. Evans

Research output: Contribution to journalArticlepeer-review

Abstract

Internal services (i.e., support services) are an important form of organizational support for external boundary spanners (e.g., salespeople, customer service representatives). Internal services such as information systems, market research, training, accounting, and facilities support are intended to allow boundary spanners to better serve the firm's customer. Little research, however, has addressed factors that influence a boundary spanner's satisfaction with such services. The research presented here offers insight into how internal communication by both managers and service providers impacts a boundary spanner's satisfaction with support services. Results indicate that service provider and manager communications are largely complementary and that satisfaction with service outcomes, rather than service quality, appears to have an enduring impact upon a boundary spanner's overall job satisfaction. Implications for future research are addressed.

Original languageEnglish
Pages (from-to)43-63
Number of pages21
JournalJournal of Relationship Marketing
Volume3
Issue number2-3
DOIs
StatePublished - Oct 7 2004

Keywords

  • Boundary spanner
  • Internal communications
  • Internal marketing
  • Internal services
  • Organizational support services
  • Sales management
  • Socialization

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