Call Center Employee’s Role Stressors and Service Recovery Performance: A Study in Telecom Sector

Norzieiriani Ahmad, Munawar Javed Ahmad and Nazlina Zakaria

The purpose of this study is to explore the relationship between role stressors (role ambiguity, role conflict, and emotional exhaustion) and the service recovery performance of call center employees working in inbound call centers. The study in hand is a cross-sectional study conducted in the telecom sector in Pakistan. Primary data was collected through a self-administered questionnaire from inbound call centers of five telecommunication companies operating in three metropolitan cites of Pakistan. Simple random sampling technique was implemented to collect data from 318 respondents. PLS SEM was employed to test the hypotheses using PLS 3.2, the results of PLS structural modeling found that role conflict and emotional exhaustion were significantly associated with service recovery performance, there was no significant relationship between employees’ role ambiguity and their service recovery performance. In the developing countries, more investigation is advocated to use the data from the other industries such as banking, health care and airline. This study is one of the few studies that not only assist the management of call centers to look-into the performance viewpoint but also help managers to develop such upended operating measures that can provide some margin to customer service agents to accelerate their service recovery performance.

Volume 11 | 05-Special Issue

Pages: 614-622