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

The effects of supervisor support and self-efficacy on call center employees’ work engagement and... 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/approachData were collected from 177 call center employees in Malaysia. The aforesaid linkages were tested through structural equation modeling.FindingsAs 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/valueThough 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Manpower Emerald Publishing

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

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0143-7720
DOI
10.1108/ijm-12-2017-0320
Publisher site
See Article on Publisher Site

Abstract

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/approachData were collected from 177 call center employees in Malaysia. The aforesaid linkages were tested through structural equation modeling.FindingsAs 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/valueThough 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.

Journal

International Journal of ManpowerEmerald Publishing

Published: Jul 12, 2019

Keywords: Work engagement; Quitting intentions; Self-efficacy; Supervisor support; Call center employees

References