Handbook of Management Scales/Role ambiguity

Role ambiguity (alpha = 0.93/0.87) Items 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. Source Atuahene-Gima/Li (2002): When does trust matter? Antecedents and contingent effects of supervisee trust on performance in selling new products in China and the United States. Journal of Marketing, Vol. 66, No. 3, pp. 61-81. Previously used by Singh/Rhoads (1991).