BOUNDARY-SPANNING BEHAVIOUR AND PERFORMANCE: INFLUENCE IN A BUSINESS SERVICES SETTING.
The article discusses the impact of boundary-spanning behavior, a type of customer contact employee behavior, on performance productivity and quality. A research study is proposed in the article where the hypothesis suggests that the positive effects of organizational citizenship behavior can also apply to boundary-spanning behavior. The hypothesis is tested with a security services company where the security agents are tested while performing services at their customer's homes. Results showed that specific types of boundary-spanning behavior perform higher than dimensions of citizenship behavior. Certain behaviors directed at customers will determine performance quality.
Due to the tasks of the national energy saving policy and other reasons, the sales quantity of 2011 for traditional car shows a downward trend, after the rapid growth phase of 2009–2010. Comparatively, the new energy vehicles are more suitable for national energy reduction policies. The new energy vehicle industry should be the trend of the future development for the automobile industry. Therefore, a reasonable plan for state-owned new energy vehicle industry is quite important. This article developed an adaptive balanced scorecard knowledge-based system for industry strategic planning. This knowledge-based system also uses the partial least squares regression analysis to determine the specific strategy weights. So this adaptive BSC knowledge-based system can help providing recommendations for the industry development plan.