The Role of Frontline Employees’ Competitive Intelligence and Intraorganizational Social Capital in Driving Customer Outcomes

Grounded in social capital theory, this study explores the influence of intraorganizational social capital on frontline employees’ (FLEs) competitive intelligence activities and the subsequent effects of engaging in competitive intelligence on their information communication behavior and relational customer outcomes. We empirically test the hypothesized relationships using multisource, multi-industry data collected from business-to-business...