The role of leadership and engagement in call center performance: answering the call in Peru
Leadership & Organization Development Journal
ISSN: 0143-7739
Article publication date: 31 December 2020
Issue publication date: 19 March 2021
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
Acknowledgements
The authors thank Pierre Alcócer Palacios, Maria Anggela Mathews and Andrea Flores for their important assistance with the data collection.
Citation
Gabel Shemueli, R., Sully de Luque, M.F. and Bahamonde, D. (2021), "The role of leadership and engagement in call center performance: answering the call in Peru", Leadership & Organization Development Journal, Vol. 42 No. 2, pp. 265-288. https://doi.org/10.1108/LODJ-04-2019-0166
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited