Fostering Employee Customer-Oriented Boundary Spanning Behaviors: The Role of Inclusive Leadership

Abstract

Frontline service employees (FSEs)’ customer-oriented boundary spanning behaviors (COBSBs) are prosocial behaviors adapted to the job requirements and work environment of customer service personnel. It is a significant strategic imperative for achieving excellent performance in the tourism organizations. Building on social exchange theory, this study uncovered that inclusive leadership motivates FSEs’ COBSBs. Using hierarchical multiple regression analysis with time-lagged data, we find that inclusive leadership promotes FSEs’ COBSBs by enhancing their felt obligations. Moreover, the need for affiliation enhances the direct effect that inclusive leadership has on felt obligations and its indirect effect on FSEs’ COBSBs via felt obligations.