• Proceedings of the Korean DIstribution Association Conference
• /
• 2007.08a
• /
• pp.3-26
• /
• 2007

Recently, both scholars and marketers have asserted the importance of boundary spanning behaviors, such as external representation, being vocal advocates to outsiders of the organization's image, goods, and services, internal influence, taking individual initiative in communications to the firm and co-workers to improve service delivery by the organization, co-workers, and oneself, and service delivery, serving customers in a conscientious, responsive, flexible, and courteous manner. However, there is lack of study dealing with bourdary spanning behaviors bewteen organizational dyads, in which boundary spanning behaviors are expected to have important roles. The objectives of this paper is to investigate these important concerns with prior research by developing a theoretical model predicting how distinct buyer's boundary spanning behaviors occur. To be concrete, this paper develops a seller characteristics-based model of the attitudinal antecedents of three conceptually distinct forms of boundary spanning behaviors, and tests the hypothesized differential effects of seller characteristics on the three forms of boundary spanning behaviors, and investigates the extent to which these relationships are mediated by relationship satisfaction and organizational commitment. For the purpose of empirical testing, 420 respondents of leading automobile dealers, dining franchisees, industrial material retailers in Korea were surveyed and the analysis utilizing structural equation model indicated that communication quality, fairness, and marketing program dynamism had positive effects on buyer's boundary spanning behaviors via relationship satisfaction and organizational commitment. In addition, boundary spanning behaviors occurred more in contractural and corporate distribution channel than in conventional distribution channel.

• Journal of the Korean Society of Food Culture
• /
• v.27 no.2
• /
• pp.172-183
• /
• 2012

This study was conducted to investigate the effects of the entrepreneurship and market orientation of franchisers on the boundary-spanning behavior of franchisees in food-service companies in the Yeongnam region. This study also investigated the relationship between the entrepreneurship and market orientation of franchisers and sought to identify the effect of the boundary-spanning behavior of franchisees on their managerial performance. Based on literature reviews, 4 hypotheses were tested. The subjects responding in this study were owners or managers of franchise restaurants in Youngnam province. A total of 605 questionnaires were analyzed using the factor analysis, a reliability test, and structural equation modeling analysis. The results revealed that first, the entrepreneurship and market orientation of franchisers were positively related to the boundary-spanning behaviors of franchisees, and secondly, the entrepreneurship of franchisers was positively related to their market orientation. Finally, the boundary-spanning behavior of franchisees was positively related to their managerial performance. Therefore, food-service franchisers in Youngnam should have the entrepreneurship and market orientation to lead franchisees to have positive boundary-spanning behaviors and good performance.

• Culinary science and hospitality research
• /
• v.18 no.5
• /
• pp.16-32
• /
• 2012

The purposes of this study were to understand how franchisor's influence strategies influenced franchisee's boundary spanning behaviors and how franchisor's entrepreneurship influenced franchisee's boundary spanning behaviors. This study also analyzed whether franchisor's entrepreneurship played a moderating role in the causal relationship between franchisor's influence strategies and franchisee's boundary spanning behaviors. Based on a total of 698 self-administered questionnaires obtained from franchisees(food-service unit owners or managers) in Korea, frequency analysis, exploratory factor analysis, reliability analysis and hierarchical regression analysis were conducted. The research findings showed results that firstly, promise (${\beta}$=0.292), threat (${\beta}$=-0.256), recommendation (${\beta}$=0.200), information exchange (${\beta}$=0.359), request(${\beta}$=-0.097) and legalistic plea(${\beta}$=-0.137) had a significant effect on franchisee's boundary spanning behaviors and secondly, franchisor's entrepreneurship had a significant positive effect on franchsee's boundary spanning behavior. In addition, the effects of franchisor's promise(${\beta}$=0.168) and threat(${\beta}$=-0.075) on franchisee's boundary spanning behaviors were found to be partially moderated by franchisor's entrepreneurship. Franchisees wanted franchisors to execute a high level of entrepreneurship and deliver a promise in an influence strategy. Limitations and future research directions were also discussed.

• Journal of the East Asian Society of Dietary Life
• /
• v.21 no.2
• /
• pp.284-297
• /
• 2011

The purpose of this study was to investigate whether a franchisor's influence strategies could affect a franchisee's relationship satisfaction, which in turn could affect their boundary spanning behaviors. The constructs of influence strategies included promise, recommendation, information exchange, request, threat, and legalistic plea. The boundary spanning behaviors were external representation, internal influence, and service delivery. The sample used for this research consisted of store owners or managers of franchisee restaurants in Korea. A total of 605 questionnaires were analyzed using SPSS/$PC^+$ and LISREL. Empirical research findings were that (1) promise, recommendation, and legalistic plea affected relationship satisfaction, and (2) relationship satisfaction influenced external representation, internal influence and service delivery. However, information exchange, request, and threat did not affect relationship satisfaction. Based on these findings, franchisors were recommended to provide motivations to franchisees if the former wants to receive help from the latter.

• Journal of the Korea Safety Management & Science
• /
• v.11 no.2
• /
• pp.179-185
• /
• 2009

This paper reviewed the relationship between boundary spanning behaviors and service quality, and the moderating effect of gender. Based on the responses from 204 employees in outdoor-food franchising system, hierarchical regression analysis showed that service delivery has positive relationships with all service quality factors, and external representation and internal influence have partly positive relationship with them. Gender appeared to have partly moderating effect on the relationship between only internal influence and service quality.

• Journal of Korea Entertainment Industry Association
• /
• v.15 no.5
• /
• pp.33-43
• /
• 2021

Kakao M and Kakao page have been merged to form contents corporation, Kakao entertainment. Kakao M has 15 contents management agencies and 4 music labels, in addition to movie and drama productions. Kakao Page currently holds IP rights for about 8,500 content stories. This study explores the relationship between M&A for absorptive capacity and content value chain by considering the factors that determine boundary spanning behaviors. Using the Kakao entertainment in-depth case study as the practical lens, research results of this study are suggested. Kakao's effective M&A activities are critical key factor for absorptive capacity in the entertainment industry and has a strong network with advantage assets. Also, as the contents business becomes even more competitive, Kakao need to venture beyond entertainment boundaries to seize creative opportunities. Kakao entertainment with absorptive capacity and boundary spanning behaviors through M&A and contents value chain best qualified for entertainment dominant strategy.

• Asia Marketing Journal
• /
• v.15 no.2
• /
• pp.49-73
• /
• 2013

In this study, the author develops and tests a model that incorporates the mediating effects of two frontline employee psychological variables (emotional exhaustion and intrinsic motivation) based on job demand and resource model. As a form of environmental resource, person-organization fit was proposed as a leading factor of frontline employee boundary spanning behavior through emotional exhaustion and intrinsic motivation. All measures were adapted from or developed based on prior research. Data for the study were collected from a cross-sectional sample of retail bank employees in South Korea. Questionnaires were distributed to 500 frontline employees across several banks. Of these, 322 usable questionnaires were returned. To analyze the data, a structural equation model procedure using LISREL 8.5 was employed. Results show that an employee's perceived fit with his/her organization enhances intrinsic motivation and reduces emotional exhaustion. These mechanisms, in turn, increase the employee's boundary spanning behavior. These results support the notion that person-organization fit should be one of the factors affecting motivation, affect and attachment, and extends such an understanding to a purely service-based environment among customer contact employees. Results also confirms that P-O fit can be viewed as environmental resources, and the JD-R model provides a theoretical base in further studying the antecedent role of P-O fit on frontline employees's boundary spanning behavior through intrinsic motivation and emotional exhaustion. These results suggest that organizations have to do their best to manage P-O fit, be it through employee screening or training and workshops to try and align organization and employee values and objectives. If managers of organizations are positively evaluated by the employees, it will be easier for them to, give things of value to employees, such as sense of direction, values, and recognition, and receive other things in return such as esteem and responsiveness. Consequently, organizational leaders are not only able to manage employee experiences, but also their fit with the organization. Even if a manager cannot control employee P-O fit, this research suggests, that a focus on reducing emotional exhaustion rather than increasing intrinsic motivation seems optimal. This research also supports the idea that motivation has a direct association with a frontline employee's boundary spanning behavior. Even in situations where emotional exhaustion cannot be reduced, organizations may still influence frontline behaviors through motivation.