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Título : Supervisor’s behavioral complexity: Ineffective in the call center
Autor : León Eyzaguirre, Federico R.
Palabras clave : Leadership
Características directivas
Managerial characteristics
Behavioural sciences
Fecha de publicación : jun-2017
Editorial : Brunel University
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. © 2017, International Journal of Business Science and Applied Management. All rights reserved.
URI : http://repositorio.usil.edu.pe/handle/USIL/8576
ISSN : 1753-0296
Aparece en las colecciones: Artículos Académico-científicos

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