Performance Implications of In-role and Extra-role Behavior of Frontline Service Employees

Despite the growing body of literature on different employee behaviors such as organizational citizenship behavior or boundary spanning behavior, few research studies have investigated the impact of both in-role and extra-role behavior on performance outcomes, especially in business services settings. In this study we investigate how in-role behavior, extra-role behavior, and their interrelation influences employee performed productivity and quality in business security services. Data from 1,174 frontline service employees is analyzed using structural equation modeling. The results indicate that performance quality is directly influenced by in-role employee behavior oriented towards customers, while performance productivity is influenced by both in-role and extra-role employee behavior oriented towards employees and customers. Opportunities for future research and managerial implications of the results are discussed.