Resumen
An ample repertoire of leadership behaviors available to the manager is expected to guarantee his/her
effectiveness transcending situations, but research in the call-center context has identified a specific form of
effective supervision: people-oriented leadership. The purpose of this paper is to compare the effectiveness of
leader behavioral complexity vis-à-vis people-oriented supervision. 268 employees out of 728 of a Peruvian
call center filled in an on-line survey that included, among other questionnaires, the Competing Values
Framework Managerial Behavior Instrument in reference to their front-line supervisor. The study analyzed
the relationships between supervisory leadership and subordinate turnover intention and absenteeism.
Behavioral complexity, like people-oriented leadership, predicted subordinate turnover intention but did not
predict subordinate absenteeism, which people-oriented leadership did when other leadership orientations (to
change, results, processes) were held constant. Our explanations consider that absenteeism is a concrete
behavior and turnover intention an abstract attitude. The findings are consistent with the call-center literature,
suggest important boundaries to the concept of manager behavioral complexity, and highlight the need for
contingency theories of leadership effectiveness.
Idioma original | Inglés estadounidense |
---|---|
Páginas (desde-hasta) | 29-43 |
Número de páginas | 15 |
Publicación | International Journal of Business Science and Applied Management |
Estado | Publicada - 1 ene. 2017 |
COAR
- Artículo
Temas Repositorio Ulima
- Absenteeism (Labor)
- Absentismo laboral
- Call centers
- Centros de atención telefónica
- Employee monitoring
- Leadership
- Liderazgo
- Psicología industrial
- Psychology, industrial
- Sales personnel
- Supervisión de los empleados
- Telemarketing
- Vendedores