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

Research output: Contribution to journal › Article › peer-review

5 Scopus citations

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.

Original language	English (US)
Pages (from-to)	265-288
Number of pages	24
Journal	Leadership and Organization Development Journal
Volume	42
Issue number	2
DOIs	https://doi.org/10.1108/LODJ-04-2019-0166
State	Published - Mar 19 2021

Keywords

Call center
Engagement
Feedback seeking
Leadership
Performance

ASJC Scopus subject areas

Business, Management and Accounting (miscellaneous)
Organizational Behavior and Human Resource Management

Access to Document

10.1108/LODJ-04-2019-0166

Cite this

@article{dbab76b02a6045fa9dfc4bcaf83cad5c,

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",

note = "Publisher Copyright: {\textcopyright} 2020, Emerald Publishing Limited.",

year = "2021",

month = mar,

day = "19",

doi = "10.1108/LODJ-04-2019-0166",

language = "English (US)",

volume = "42",

pages = "265--288",

journal = "Leadership and Organization Development Journal",

issn = "0143-7739",

publisher = "Emerald Group Publishing Ltd.",

number = "2",

}

TY - JOUR

T1 - The role of leadership and engagement in call center performance

T2 - answering the call in Peru

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

UR - http://www.scopus.com/inward/record.url?scp=85098258076&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85098258076&partnerID=8YFLogxK

U2 - 10.1108/LODJ-04-2019-0166

DO - 10.1108/LODJ-04-2019-0166

M3 - Article

AN - SCOPUS:85098258076

SN - 0143-7739

VL - 42

SP - 265

EP - 288

JO - Leadership and Organization Development Journal

JF - Leadership and Organization Development Journal

IS - 2

ER -

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

Abstract

Keywords

ASJC Scopus subject areas

Access to Document

Other files and links

Fingerprint

Cite this