The role of leadership and engagement in call center performance: Answering the call in Peru

Rachel Gabel Shemueli, Mary F. Sully de Luque, Danae Bahamonde

Research output: Contribution to journalArticle in a journalpeer-review

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 languageEnglish
Pages (from-to)265-288
Number of pages24
JournalLeadership and Organization Development Journal
Volume42
Issue number2
Early online date31 Dec 2020
DOIs
StatePublished - 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

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