{"id":"https://openalex.org/W2052639532","doi":null,"title":"Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres","display_name":"Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres","publication_year":2006,"publication_date":"2006-01-01","ids":{"openalex":"https://openalex.org/W2052639532","mag":"2052639532"},"language":"en","primary_location":{"id":"pmh:oai:eprints.kingston.ac.uk:53819","doi":null,"is_oa":false,"landing_page_url":"https://www.emerald.com/insight/content/doi/10.1108/09564230610689777/full/html","pdf_url":null,"source":{"id":"https://openalex.org/S4306400991","display_name":"Research Repository (Kingston University London)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I2801636071","host_organization_name":"Kingston Hospital NHS Trust","host_organization_lineage":["https://openalex.org/I2801636071"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"},"volume":null,"type":"article","indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100814174","display_name":"Avinandan Mukherjee","orcid":"https://orcid.org/0009-0007-7560-1467","observed_orcids":["https://orcid.org/0009-0007-7560-1467"]},"institutions":[{"id":"https://openalex.org/I102322142","display_name":"Rutgers, The State University of New Jersey","ror":"https://ror.org/05vt9qd57","country_code":"US","type":"education","lineage":["https://openalex.org/I102322142"]},{"id":"https://openalex.org/I1289702989","display_name":"University System of Georgia","ror":"https://ror.org/017wcm924","country_code":"US","type":"education","lineage":["https://openalex.org/I1289702989"]},{"id":"https://openalex.org/I166088655","display_name":"Montclair State University","ror":"https://ror.org/01nxc2t48","country_code":"US","type":"education","lineage":["https://openalex.org/I166088655"]},{"id":"https://openalex.org/I185241533","display_name":"Clayton State University","ror":"https://ror.org/00t47w971","country_code":"US","type":"education","lineage":["https://openalex.org/I185241533"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mukherjee, Avinandan","raw_affiliation_strings":["Montclair State University - School of Business","Rutgers Business School","Clayton State University - University System of Georgia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Montclair State University - School of Business","institution_ids":["https://openalex.org/I166088655"]},{"raw_affiliation_string":"Rutgers Business School","institution_ids":["https://openalex.org/I102322142"]},{"raw_affiliation_string":"Clayton State University - University System of Georgia","institution_ids":["https://openalex.org/I1289702989","https://openalex.org/I185241533"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5087114022","display_name":"Neeru Malhotra","orcid":"https://orcid.org/0000-0002-1351-9202","observed_orcids":["https://orcid.org/0000-0002-1351-9202"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Malhotra, Neeru","raw_affiliation_strings":["Dav institute of engineering and technology"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Dav institute of engineering and technology","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":27,"citation_normalized_percentile":{"value":0.31619749,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.8720999956130981,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.8720999956130981,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.05079999938607216,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.03099999949336052,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/role-clarity","display_name":"role clarity","score":1.0},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.9769999980926514},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.7730000019073486},{"id":"https://openalex.org/keywords/job-characteristics-model","display_name":"job characteristics model","score":0.8640000224113464},{"id":"https://openalex.org/keywords/feedback","display_name":"feedback","score":0.7680000066757202},{"id":"https://openalex.org/keywords/employee-participation","display_name":"employee participation","score":0.8859999775886536},{"id":"https://openalex.org/keywords/team-support","display_name":"team support","score":0.9179999828338623},{"id":"https://openalex.org/keywords/organizational-commitment","display_name":"organizational commitment","score":0.7120000123977661},{"id":"https://openalex.org/keywords/job-satisfaction","display_name":"job satisfaction","score":1.0},{"id":"https://openalex.org/keywords/internal-marketing","display_name":"internal marketing","score":0.828000009059906},{"id":"https://openalex.org/keywords/boundary-spanners","display_name":"boundary spanners","score":0.593999981880188},{"id":"https://openalex.org/keywords/job-design","display_name":"job design","score":0.4740000069141388},{"id":"https://openalex.org/keywords/teamwork","display_name":"teamwork","score":0.35499998927116394}],"concepts":[{"id":"https://openalex.org/C2777146004","wikidata":"https://www.wikidata.org/wiki/Q14949826","display_name":"CLARITY","level":2,"score":0.9403440952301025},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5439574122428894},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4982578754425049},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.48505085706710815},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.48312947154045105},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.46697092056274414},{"id":"https://openalex.org/C65414064","wikidata":"https://www.wikidata.org/wiki/Q484105","display_name":"Autonomy","level":2,"score":0.46483609080314636},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.442689448595047},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4312473237514496},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.4251031279563904},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3854715824127197},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.13104966282844543},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.09454110264778137},{"id":"https://openalex.org/C55493867","wikidata":"https://www.wikidata.org/wiki/Q7094","display_name":"Biochemistry","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:eprints.kingston.ac.uk:53819","doi":null,"is_oa":false,"landing_page_url":"https://www.emerald.com/insight/content/doi/10.1108/09564230610689777/full/html","pdf_url":null,"source":{"id":"https://openalex.org/S4306400991","display_name":"Research Repository (Kingston University London)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I2801636071","host_organization_name":"Kingston Hospital NHS Trust","host_organization_lineage":["https://openalex.org/I2801636071"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"},{"id":"pmh:oai:publications.aston.ac.uk:3632","doi":null,"is_oa":false,"landing_page_url":"http://publications.aston.ac.uk/3632/","pdf_url":null,"source":{"id":"https://openalex.org/S4306400483","display_name":"Aston Publications Explorer (Aston University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I169199633","host_organization_name":"Aston University","host_organization_lineage":["https://openalex.org/I169199633"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.550000011920929,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":122,"referenced_works":["https://openalex.org/W179151438","https://openalex.org/W202346731","https://openalex.org/W617177894","https://openalex.org/W760500809","https://openalex.org/W970786996","https://openalex.org/W1487774469","https://openalex.org/W1511969468","https://openalex.org/W1515434718","https://openalex.org/W1529601696","https://openalex.org/W1549054775","https://openalex.org/W1553771721","https://openalex.org/W1563262549","https://openalex.org/W1597842479","https://openalex.org/W1602488412","https://openalex.org/W1605115964","https://openalex.org/W1689771227","https://openalex.org/W1719717336","https://openalex.org/W1849923659","https://openalex.org/W1965485219","https://openalex.org/W1966570201","https://openalex.org/W1967374723","https://openalex.org/W1968629566","https://openalex.org/W1971440513","https://openalex.org/W1976876708","https://openalex.org/W1978376437","https://openalex.org/W1981196093","https://openalex.org/W1981625388","https://openalex.org/W1983098731","https://openalex.org/W1983492192","https://openalex.org/W1983990142","https://openalex.org/W1988090355","https://openalex.org/W2003922360","https://openalex.org/W2013328906","https://openalex.org/W2014382769","https://openalex.org/W2016097394","https://openalex.org/W2016143549","https://openalex.org/W2017859960","https://openalex.org/W2018872114","https://openalex.org/W2019270242","https://openalex.org/W2021108084","https://openalex.org/W2023290297","https://openalex.org/W2026093290","https://openalex.org/W2026879640","https://openalex.org/W2027391499","https://openalex.org/W2027784974","https://openalex.org/W2028809046","https://openalex.org/W2029013777","https://openalex.org/W2029761666","https://openalex.org/W2031129795","https://openalex.org/W2031726647","https://openalex.org/W2032385226","https://openalex.org/W2032698586","https://openalex.org/W2033990700","https://openalex.org/W2035289894","https://openalex.org/W2037011736","https://openalex.org/W2042623444","https://openalex.org/W2042666893","https://openalex.org/W2043401200","https://openalex.org/W2044804593","https://openalex.org/W2046196964","https://openalex.org/W2047406664","https://openalex.org/W2048088864","https://openalex.org/W2051211712","https://openalex.org/W2051840508","https://openalex.org/W2052692117","https://openalex.org/W2053667921","https://openalex.org/W2053749740","https://openalex.org/W2054960224","https://openalex.org/W2059355990","https://openalex.org/W2066343366","https://openalex.org/W2067718403","https://openalex.org/W2068568034","https://openalex.org/W2071640447","https://openalex.org/W2071692078","https://openalex.org/W2075565620","https://openalex.org/W2079072704","https://openalex.org/W2083174051","https://openalex.org/W2083675669","https://openalex.org/W2092208820","https://openalex.org/W2092668613","https://openalex.org/W2095417480","https://openalex.org/W2097150325","https://openalex.org/W2099801393","https://openalex.org/W2111742571","https://openalex.org/W2112883678","https://openalex.org/W2113432482","https://openalex.org/W2116831198","https://openalex.org/W2122078595","https://openalex.org/W2122912498","https://openalex.org/W2125495071","https://openalex.org/W2129529827","https://openalex.org/W2137643816","https://openalex.org/W2142781132","https://openalex.org/W2152983331","https://openalex.org/W2153319876","https://openalex.org/W2155871080","https://openalex.org/W2157209757","https://openalex.org/W2158517811","https://openalex.org/W2162045121","https://openalex.org/W2163573403","https://openalex.org/W2163988453","https://openalex.org/W2170028382","https://openalex.org/W2170252901","https://openalex.org/W2314534240","https://openalex.org/W2316110746","https://openalex.org/W2318825096","https://openalex.org/W2329492027","https://openalex.org/W2331650995","https://openalex.org/W2333057539","https://openalex.org/W2333211090","https://openalex.org/W2333876356","https://openalex.org/W2334646880","https://openalex.org/W2335090155","https://openalex.org/W2338255166","https://openalex.org/W2466370748","https://openalex.org/W2500792032","https://openalex.org/W2769911796","https://openalex.org/W2799071688","https://openalex.org/W3015634246","https://openalex.org/W3122241580","https://openalex.org/W3146094033","https://openalex.org/W4235678817"],"related_works":["https://openalex.org/W3091062929","https://openalex.org/W7008081675","https://openalex.org/W48321176","https://openalex.org/W2148239077","https://openalex.org/W2910713097","https://openalex.org/W7009400836","https://openalex.org/W1491548995","https://openalex.org/W2019405067","https://openalex.org/W2002236173","https://openalex.org/W3122736153"],"abstract_inverted_index":{"Purpose":[0],"\u2013":[1,41,124,168,207],"Role":[2],"clarity":[3,30,60,130,182,224],"of":[4,12,20,28,58,110,115,139,202,210,222],"frontline":[5,96],"staff":[6],"is":[7,23,54,87,103],"critical":[8,133],"to":[9,24,237,245,260],"their":[10],"perceptions":[11,138],"service":[13,38,81,140,176,189,226,229],"quality":[14,230],"in":[15,120,135,158,175,183,194],"call":[16,112,200],"centres.":[17],"The":[18,125,169,191,208],"purpose":[19],"this":[21,211],"study":[22,212],"examine":[25],"the":[26,47,95,121,143,215,220,247],"effects":[27],"role":[29,59,129,134,155,185,223,261],"and":[31,34,51,69,80,89,105,150,163,249,255],"its":[32],"antecedents":[33,57],"consequences":[35,74],"on":[36,46,107,219,225],"employee-perceived":[37],"quality.":[39,82,141,190],"Design/methodology/approach":[40],"A":[42,99],"conceptual":[43],"model,":[44],"based":[45],"job":[48,78,161],"characteristics":[49],"model":[50,102],"cognitive":[52],"theories,":[53],"proposed.":[55],"Key":[56],"considered":[61],"here":[62],"are":[63,75,92,193,213],"feedback,":[64,148],"autonomy,":[65],"participation,":[66],"supervisory":[67,256],"consideration,":[68],"team":[70,151],"support;":[71],"while":[72],"key":[73],"organizational":[76,164],"commitment,":[77],"satisfaction":[79,162],"An":[83],"internal":[84,242],"marketing":[85,243],"approach":[86,244],"adopted":[88],"all":[90],"variables":[91],"measured":[93],"from":[94,197],"employee's":[97],"perspective.":[98],"structural":[100],"equation":[101],"developed":[104],"tested":[106],"a":[108,116,132,203,232],"sample":[109,195],"342":[111],"centre":[113],"representatives":[114],"major":[117],"commercial":[118],"bank":[119],"UK.":[122],"Findings":[123],"research":[126,144,170,217],"reveals":[127],"that":[128,147,172],"plays":[131],"explaining":[136],"employee":[137],"Further,":[142],"findings":[145],"indicate":[146],"participation":[149],"support":[152],"significantly":[153],"influence":[154],"clarity,":[156],"which":[157],"turn":[159],"influences":[160],"commitment.":[165],"Research":[166],"limitations/implications":[167],"suggests":[171],"boundary":[173],"personnel":[174],"firms":[177],"should":[178],"strive":[179],"for":[180,186],"more":[181],"perceived":[184],"delivering":[187],"better":[188],"limitations":[192],"availability":[196],"in-house":[198],"transaction":[199],"centres":[201],"single":[204],"bank.":[205],"Originality/value":[206],"contributions":[209],"untangling":[214],"confusing":[216],"evidence":[218],"effect":[221],"quality,":[227],"using":[228],"as":[231,235,258],"performance":[233],"variable":[234],"opposed":[236],"productivity":[238],"estimates,":[239],"adopting":[240],"an":[241],"understanding":[246],"phenomenon,":[248],"introducing":[250],"teamwork":[251],"along":[252],"with":[253],"job-design":[254],"factors":[257],"antecedent":[259],"clarity.":[262]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":3},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":5},{"year":2012,"cited_by_count":5}],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2016-06-24T00:00:00"}
