The two primary roles that boundary-spanning personnel fulfill are:

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Boundary-spanning personnel act as intermediaries between the organization and external stakeholders such as customers, suppliers, regulators, and competitors. They perform two primary roles: information transfer and representation. Information transfer involves gathering, synthesizing, and disseminating information between the organization and external stakeholders. Representation involves being a spokesperson or advocate for the organization to external stakeholders or representing the interests of external stakeholders back to the organization. Sales and profit-production, sales and customer service, process flow and service, and information transfer and profit production are not accurate descriptions of the primary roles of boundary-spanning personnel.

The Two Primary Roles That Boundary-Spanning Personnel Fulfill Are