What is it about?
The highlights of the paper are: (1) Managers span boundaries between the parent organization, the network and customers. (2) Managers undertake representational and informational boundary spanning activities. (3) Informational include the collection, contextualization and relay of information. (4) Representational include service delivery, coordination, guarding, and communication. (5) These activities enhance customer value in and competitiveness of the network.
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Why is it important?
The research suggests a number of practical implications concerned with the communication of the boundary spanning role and its potential, the identification of boundary spanning champions and the facilitation of those who undertake this important role.
Read the Original
This page is a summary of: The boundary spanning of managers within service networks, Journal of Business Research, December 2016, Elsevier, DOI: 10.1016/j.jbusres.2016.05.018.
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