Membership of boundary-spanners is controversial, as employees operate largely at the borders of the organization in close relations with customers. Nevertheless, we know little about its influence on customer satisfaction. We investigate how and when identification with the branch influences customer satisfaction. The how question is answered by showing that degree of control of one's performance mediates the impact of branch manager identification on customer satisfaction. The when question is answered by proposing two moderating variables. Locus of control regulates the extent to which identification influences performance control. Dedicated meetings between branch managers and their colleagues regulate the degree to which performance control influences customer satisfaction. Hypotheses were tested in a longitudinal design on a sample of 1,461 managers from a firm specializing in banking and financial services in Europe. Results largely confirm our hypotheses, providing a novel look on determinants of customer satisfaction from the perspective of boundary-spanning managers.

中文翻译：

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对组织跨界部分的认同如何以及何时影响客户满意度

边界跨越者的成员资格是有争议的，因为员工主要在组织边界与客户保持密切联系。然而，我们对其对客户满意度的影响知之甚少。我们调查对分支机构的认同如何以及何时影响客户满意度。如何通过显示对一个人的绩效的控制程度来回答问题是如何调节分行经理身份对客户满意度的影响的。通过提出两个调节变量来回答何时问题。控制点调节认同影响绩效控制的程度。分行经理与其同事之间的专门会议规定了绩效控制对客户满意度的影响程度。在纵向设计中对假设进行了测试，样本为 1，来自一家专门从事欧洲银行和金融服务的公司的 461 名经理。结果在很大程度上证实了我们的假设，从跨界经理的角度对客户满意度的决定因素提供了一种新颖的看法。