Role ambiguity: Impact on job satisfaction of call center agents

by Lazo, Alex Y., Ph.D., CAPELLA UNIVERSITY, 2008, 169 pages; 3291956


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.

AdviserMarc Muchnick
Source TypeDissertation
SubjectsManagement; Occupational psychology; Information science
Publication Number3291956

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