The role of leadership and engagement in call center performance : answering the call in Peru
Purpose: To examine the effects of leadership style on in-role performance through feedback seeking behavior (FSB) and engagement using the job demands resource theory (JD-R). Design/methodology/approach: The sample consisted of 152 employees working in a Peruvian call center. Structural equation modeling (SEM) was used to test the research hypotheses. Findings: Transformational leadership was significantly related to in-role performance, with FSB and engagement sequentially mediating the relationship. Originality/value: This study highlights the motivational processes that can lead to employee engagement and performance within a call center and identifies the contribution of feedback seeking within this environment.
Year of publication: |
2020
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Authors: | Gabel Shemueli, Rachel ; Sully de Luque, Mary F. ; Bahamonde, Danae |
Published in: |
Leadership & Organization Development Journal. - Emerald, ISSN 0143-7739, ZDB-ID 2021219-7. - Vol. 42.2020, 2 (31.12.), p. 265-288
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Publisher: |
Emerald |
Saved in:
Online Resource
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