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Handbook of Management Scales/Role ambiguity

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Role ambiguity (alpha = 0.93/0.87)

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  • I am not sure how much service I should provide to customers.
  • I am not sure which specific company strengths I should present.
  • I am not sure which product benefits I should highlight to customers.
  • I am not sure how I am expected to handle customer objections.
  • I am not sure how I am expected to handle unusual customer problems and situations.
  • I am not sure how I am expected to interact with customers.

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