Does Role Clarity Explain Employee-Perceived Service Quality? A Study of Antecedents and Consequences in Call Centres

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Co-creating services—conceptual clarification, forms and outcomes (2018, background): “Second, the search targeted co-creation of services in the customer–provider interface, but several articles examined co-creation between employees or firms instead (e.g. Mukherjee and Malhotra, 2006).”
How to fuel employees’ prosocial behavior in the hotel service encounter (2020, background): “A clear understanding of work roles gives less work-related stress to employees (Mukherjee and Malhotra, 2006), and they feel confident during service encounters (Avinandan and Neeru, 2006) with a clear goal to achieve (Hall, 2008), thus intrinsically motivated to engage more in prosocial service be”
Positive organisation : the role of leader behaviour in work engagement and retention : original research (2011, methodology): “Mukherjee and Malhotra (2006) found that when a leader offers clarity in terms of these roles, a positive relationship results.”
Moderating effects of gender and organizational level between role stress and job satisfaction among hotel employees (2009, background): “More recently, Mukherjee and Malhotra (2006) found out a significant positive effect of role clarity, a reverse construct of role ambiguity, on job satisfaction among employees of in-bound telephone call centers in United Kingdom.”
Organizational pride and its positive effects on employee behavior (2011, unknown): “of new personnel and on-the-job training (Mukherjee and Malhotra, 2006).”