The effects of supervisor support and self-efficacy on call center employees’ work engagement and quitting intentions

Siti Nur Hidayah Ibrahim (Kompleks Unit Pencegahan Penyeludupan, Bukit Kayu Hitam, Malaysia)
Choo Ling Suan (College of Business, School of Business Management, Universiti Utara Malaysia, Sintok, Malaysia)
Osman M. Karatepe (Faculty of Tourism, Eastern Mediterranean University, Famagusta, Turkey)

International Journal of Manpower

ISSN: 0143-7720

Publication date: 1 July 2019

Abstract

Purpose

The purpose of this paper is to investigate work engagement as a mediator of the impacts of supervisor support and self-efficacy on quitting intentions, and examine self-efficacy as a mediator between supervisor support and work engagement.

Design/methodology/approach

Data were collected from 177 call center employees in Malaysia. The aforesaid linkages were tested through structural equation modeling.

Findings

As hypothesized, self-efficacy mediates the relationship between supervisor support and work engagement, while work engagement mediates the impacts of supervisor support and self-efficacy on quitting intentions.

Originality/value

Though work engagement is on the decline and employee turnover is on the rise, no attention has been given to investigating the impacts of supervisor support and self-efficacy simultaneously on call center employees’ work engagement and quitting intentions so far. Therefore, the study aims to fill in this void.

Keywords

Acknowledgements

Data for this study came from the first author’s master thesis.

Citation

Hidayah Ibrahim, S.N., Suan, C.L. and Karatepe, O.M. (2019), "The effects of supervisor support and self-efficacy on call center employees’ work engagement and quitting intentions", International Journal of Manpower, Vol. 40 No. 4, pp. 688-703. https://doi.org/10.1108/IJM-12-2017-0320

Publisher

:

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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