The call center agent (CCA) profession is growing rapidly because organizations are learning that a competitive advantage can be attained through their CCAs. By providing front-line support, CCAs shape much of the perception that customers have about the organization. This study assessed the relationship between role ambiguity and job satisfaction for CCAs. Role ambiguity can occur in situations where an individual has a lack of understanding around his or her role and/or expectations. Job satisfaction refers to his or her response to the conditions of work as these perceptions are shaped by different interpretations of objective differences in work conditions. It is considered at both the overall and facet levels. Extensively used role ambiguity and job satisfaction instruments were administered to CCAs in a Web survey, then analyzed quantitatively. Demographic characteristics were gathered to determine if they impact this relationship. Prior research has repeatedly concluded that a negative relationship exists between role ambiguity and job satisfaction for various professions. However, little research of this kind has been devoted to CCAs. No single study has considered the impact of demographics on the relationship between role ambiguity and facet level job satisfaction for CCAs. This study found a significant negative correlation, both at the overall and facet level measurements. In addition, each of the nine demographic characteristics considered played a moderating role to a varying degree. Regarding future research, this topic can be explored qualitatively to determine if the same conclusions are reached. Alternatively, other survey instruments can be used. Also, call centers can be studied categorically. Finally, other consequences of role ambiguity, antecedents of job satisfaction, and demographic variables can be included.
|Subjects||Management; Occupational psychology; Information science|
About ProQuest Dissertations & Theses
With nearly 4 million records, the ProQuest Dissertations & Theses (PQDT) Global database is the most comprehensive collection of dissertations and theses in the world. It is the database of record for graduate research.
PQDT Global combines content from a range of the world's premier universities - from the Ivy League to the Russell Group. Of the nearly 4 million graduate works included in the database, ProQuest offers more than 2.5 million in full text formats. Of those, over 1.7 million are available in PDF format. More than 90,000 dissertations and theses are added to the database each year.