中文摘要：

为了提高企业的服务生产率，研究员工跨界行为的影响因素，以关特斯邦威公司服装门店的一线员工为研究对象，分析情境因素对跨界行为的影响机制．结果表明：情境因素中“和管理者的关系”对跨界行为的3个维度（外部代表行为、内部影响行为、服务提供行为）都有直接正向的作用，而“和同事的关系”对跨界行为的3个维度的影响都不明显，“和顾客的关系”只对内部影响行为有直接正向的作用；内在动机只对“和管理者的关系”与外部代表行为、“和管理者的关系”与服务提供行为产生中介作用；内在动机对角色冲突与外部代表行为、角色冲突与内部影响行为有调节作用．最后，针对研究结果提出了相关管理建议殁未莱研究方向．

英文摘要：

In order to improve the service of enterprise productivity, the influential factors of boundary-spanning behavior of employees are investigated. Taking Metersbonwe frontline company employees in clothing stores as research object, the influencing mechanism between contextual factors and boundary-spanning behavior is studied. The results show that the con- textual factor ＂the relationship between managers＂ has direct positive effect on the three dimensions of boundary~spanning behavior （ external representative, internal influence, service delivery）, however, ＂relationship with colleagues＂ has no sig- nificant effect on the three dimensions of boundary-spanning behavior, ＂relationship with the customer＂ only has direct positive effect on the internal influence. Intrinsic motivation has mediating effect on the relationship between ＂relationship with managers＂ and the external representative, as well as ＂relationship with managers＂ and service delivery. Intrinsic motivation has moderating effects on the relationship between role conflict and external representative, as well as between role conflict and internal influence. Finally, according to the results of the study some proposals concerning the management and the future research direction are put forward.