Abstract
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.
Original language | English |
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Pages (from-to) | 265-288 |
Number of pages | 24 |
Journal | Leadership and Organization Development Journal |
Volume | 42 |
Issue number | 2 |
Early online date | 31 Dec 2020 |
DOIs | |
State | Published - 19 Mar 2021 |
Bibliographical note
Publisher Copyright:© 2020, Emerald Publishing Limited.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
Keywords
- Call center
- Engagement
- Feedback seeking
- Leadership
- Performance