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

Resultado de la investigación: Contribución a una revistaArtículo de revista revisión exhaustiva

Resumen

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.

Idioma originalInglés
Páginas (desde-hasta)265-288
Número de páginas24
PublicaciónLeadership and Organization Development Journal
Volumen42
N.º2
Fecha en línea anticipada31 dic 2020
DOI
EstadoPublicada - 19 mar 2021
Publicado de forma externa

Nota bibliográfica

Publisher Copyright:
© 2020, Emerald Publishing Limited.

Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.

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