The Determinants of Boundary Spanner Stress and Managerial Intervention Activity in a Major New Zealand Telecommunications Organization: An Exploratory Investigation

Abstract

ABSTRACT With increasing recognition being given to the importance of organizational boundary spanning activity, there is an associated need to determine, and ultimately manage, the stress experienced by those occupying boundary positions. Despite widespread acknowledgement of the individual and organizational consequences of employee stress, research considering the stress experienced by boundary role incumbents has been limited to one key set of influences commonly termed “role stressors.” Additionally, there has been little direct consideration given to those factors or processes that precede, and ultimately determine, the design and implementation of targeted stress management programmes. Using a multiple case study research design, we present findings suggesting that boundary spanning employees are subject to a multitude of work-related stressors. Moreover, a large number of factors are identified that influence managerial responses to these stressors. These factors can be distinguished according to whether they influence managerial perceptions of the need for intervention, or the subsequent design and delivery of a potential solution.