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Article
Publication date: 23 April 2020

Subash Chandra Pattnaik and Narendra Panda

This paper aims to examine the relationship between supervisor support, work engagement and turnover intentions with work engagement playing the role of a mediator.

Abstract

Purpose

This paper aims to examine the relationship between supervisor support, work engagement and turnover intentions with work engagement playing the role of a mediator.

Design/methodology/approach

Data from 386 Indian call centre employees through questionnaire survey was collected. A variety of statistical tools such as confirmatory factor analysis, Sobel test and descriptive statistics were used for examining the relationship.

Findings

From this study, it was found that work engagement partially mediates the relationship between supervisor support and turnover intentions confirming well with the model hypothesized for the study.

Originality/value

Both employee turnover and disengagement levels in call centres keep on increasing, but very little research has been conducted so far on the linkage between supervisor support, work engagement and turnover intentions. Whatever little research has been conducted so far does not take supervisor support as a one-dimensional construct, thus obscuring its impact on work engagement and turnover intentions. That too, the findings about the relationship between work engagement and turnover intentions are mixed, thus calling for further studies. Moreover, the majority of the studies so far have come from Western contexts. The relationship is yet to be fully understood in the emerging Asian business context.

Details

Journal of Asia Business Studies, vol. 14 no. 5
Type: Research Article
ISSN: 1558-7894

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Article
Publication date: 17 May 2021

Subash Chandra Pattnaik and Rashmita Sahoo

This study aims to examine the relationship between transformational leadership, organizational citizenship behaviour (OCB), job autonomy and supportive management with…

Abstract

Purpose

This study aims to examine the relationship between transformational leadership, organizational citizenship behaviour (OCB), job autonomy and supportive management with job autonomy and supportive management as mediating variables.

Design/methodology/approach

Primary data was collected through a survey of employees from business organizations in India. Data from 422 valid responses were analysed using structural equation modelling. Confirmatory factor analysis was run for assessment of the measurement model. Then the mediation effects of job autonomy and supportive management were tested for the hypothesized model.

Findings

Findings of the analyses indicate that transformational leadership directly and positively influences OCB, job autonomy and supportive management. Job autonomy and supportive management directly and positively influence OCB and mediate the relationship between transformational leadership and OCB partially.

Originality/value

Contribution of the study comes from advancement of literature by supporting the mediating effects of job autonomy and supportive management in the relationship between transformational leadership and OCB. Thus, the study provides a basis for the mechanism of how transformational leadership is related to OCB.

Details

Management Research Review, vol. 44 no. 10
Type: Research Article
ISSN: 2040-8269

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Article
Publication date: 29 September 2020

Subash Chandra Pattnaik and Rashmita Sahoo

The purpose of this study is to examine the mediating effect of creativity in the relationship between employee engagement and task performance and the moderating role of…

Abstract

Purpose

The purpose of this study is to examine the mediating effect of creativity in the relationship between employee engagement and task performance and the moderating role of perceived workplace autonomy in the relationship between employee engagement and creativity through a moderated mediation analysis.

Design/methodology/approach

The study used a quantitative research method. The sample for the study consisted of 396 employees and their clients in an Indian software development organization. Statistical analysis of the data was conducted using confirmatory factor analysis, Sobel test and Hayes' PROCESS for Model 1.

Findings

Findings of the study indicated that creativity of employees partially mediate the relationship between employee engagement and their task performance and perceived workplace autonomy moderates the relationship between employee engagement and creativity.

Practical implications

Managers may use findings of the study to harness creativity of their employees by providing an autonomous workplace environment to improve their task performance so as to contribute to the bottom line of the organization.

Originality/value

The study contributes to the literature by examining the mediating effect of creativity in the relationship between employee engagement and task performance, especially in a non-Western context and the moderating role played by perceived workplace autonomy using componential and broaden-and-build theories.

Details

South Asian Journal of Business Studies, vol. 10 no. 2
Type: Research Article
ISSN: 2398-628X

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Article
Publication date: 27 May 2021

Pushpender Kumar, Anupreet Kaur Mokha and Subash Chandra Pattnaik

The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role…

Abstract

Purpose

The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry.

Design/methodology/approach

The data were collected from customers of 10 banks (5 public and 5 private sector banks) of Delhi, India. In total, 836 useable structured questionnaires were filled, and the data were analyzed using structural equation modeling (SEM) through AMOS.

Findings

The results revealed that customer experience mediated the relationship between E-CRM and customer satisfaction confirming well with the hypothesized model.

Research limitations/implications

The model was tested in the domain of banking industry; future results may be conducted in different domains for improving generalizability. A comparative study between public and private sector banks in terms of E-CRM, customer experience and customer satisfaction could also be conducted.

Originality/value

The study was the first to unequivocally analyze the influence of the E-CRM on customer satisfaction through customer experience in the banking industry. The study also introduced stimulus-organism-response (S-O-R) model as a theoretical support to associate E-CRM to customer satisfaction through customer experience. Thus, this study will enhance the current knowledge base and will also aid E-CRM managers amid decision-making process.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 30 June 2021

Subash Chandra Pattnaik and Rashmita Sahoo

This study examines how high-performance work practices (HPWPs) influence organizational citizenship behaviour (OCB) and the mediating role of employee affective…

Abstract

Purpose

This study examines how high-performance work practices (HPWPs) influence organizational citizenship behaviour (OCB) and the mediating role of employee affective commitment (AC) in this relationship in a non-Western context such as India.

Design/methodology/approach

The study uses a survey research design. Taking a sample of 503 employees of a large manufacturing organization in India, the primary data are analysed using confirmatory factor analysis (CFA) and Andrew Hayes' PROCESS macro.

Findings

The findings indicate that employee perceptions of HPWPs positively relate to OCB. The mediating role of employee AC in the relationship is also found. These findings imply that positive perceptions of employees towards HPWPs create AC in employees and which, in turn, results in OCB.

Research limitations/implications

The study focuses on a single organization, which limits its generalizability and recommends future researchers to conduct a broad-based study. The study is also limited by its research design and cross-sectional data for establishing causality on a firmer footing.

Originality/value

The study examines the influence of HPWPs on OCB with AC as a mediating variable in a non-Western setting such as India and makes a departure from the earlier ones in that it considers perceptions of employees towards HPWPs rather than managerial reporting of their actual use. Findings of the research take the debate a step further in understanding the mechanism of the relationship.

Details

South Asian Journal of Business Studies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2398-628X

Keywords

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