Satisfied and productive boundary spanners: a model of resiliency and customer expectations | Raj Agnihotri, Michael T. Krush, Kevin J. Trainor & Sukumarakurup Krishnakumar

Increasingly, marketing scholars are focusing on the emotional regulation of boundary spanners and its impact on their job-related behaviors and performance. Particularly, an individual?s resiliency is a topic that needs urgent attention as boundary spanners are consistently exposed to ever-changing environments and frequently face the potential for failure due to the unique nature of their jobs. Heightened customer expectations is further increasing these job complexities. To enhance our understanding of resiliency, we use the theoretical lens of psychological capital to propose and test a model of how boundary spanner resiliency influences job performance and satisfaction. Our findings suggest that resiliency provides an individual with a feeling of personal optimism that can increase motivation control and reduce anxiety. Additionally, we also find that the effect of anxiety can be amplified by customer expectations, thus presenting a contingency or limitation for organizations operating within different customer contexts.