The Moderating Effect of Role Stressor on the Influence of Evolutionary Process Change Factors on Internal Customer Satisfaction in Telecommunication in Jordan

Abstract

This study investigates the moderating effect of role stressor on the influence of leadership change, behavioral change, structural change, technological change and cultural change on internal customer satisfaction. As a result, a cross-sectional study design with a quantitative study approach was conducted, and data was generated through self-administered procedure from 354 respondents from three telecommunication companies in Jordan. A 3-step hierarchical regression analysis technique was used to analysis the data. The study found overall support for the moderating effect of role conflict and role ambiguity on the relationship between structural change, technological change and cultural change on internal customer satisfaction while on the contrary, role conflict failed to moderate the relationship between leadership change, behavioural change and cultural change on the internal customer satisfaction, and role ambiguity also failed to moderate the relationship between leadership change, behavioural change, structural change and technological change on the internal customer satisfaction. The study concludes that role conflict and role ambiguity may only play significant role on the influence of structural change, technological change and cultural change on internal customer satisfaction. The study contributes to the body of knowledge by providing additional insight on the role of role stressor in particular role conflict and role ambiguity in managing EPC in the telecommunication industry. The study also highlights some of its limitations and makes suggestions for future study in this domain.