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

doi:10.1108/LODJ-04-2019-0166

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

Producción científica: Contribución a una revista › Artículo de revista › revisión exhaustiva

5 Citas (Scopus)

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 original	Inglés
Páginas (desde-hasta)	265-288
Número de páginas	24
Publicación	Leadership and Organization Development Journal
Volumen	42
N.º	2
Fecha en línea anticipada	31 dic. 2020
DOI	https://doi.org/10.1108/LODJ-04-2019-0166
Estado	Publicada - 19 mar. 2021

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Publisher Copyright:
© 2020, Emerald Publishing Limited.

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

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title = "The role of leadership and engagement in call center performance: Answering the call in Peru",

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.",

keywords = "Call center, Engagement, Feedback seeking, Leadership, Performance",

author = "{Gabel Shemueli}, Rachel and {Sully de Luque}, {Mary F.} and Danae Bahamonde",

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AU - Gabel Shemueli, Rachel

AU - Sully de Luque, Mary F.

AU - Bahamonde, Danae

PY - 2021/3/19

Y1 - 2021/3/19

N2 - 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.

AB - 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.

KW - Call center

KW - Engagement

KW - Feedback seeking

KW - Leadership

KW - Performance

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EP - 288

JO - Leadership and Organization Development Journal

JF - Leadership and Organization Development Journal

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

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