#4703. The role of leadership and engagement in call center performance: answering the call in Peru

August 2026publication date
Proposal available till 23-05-2025
4 total number of authors per manuscript0 $

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Journal’s subject area:
Business, Management and Accounting (miscellaneous);
Organizational Behavior and Human Resource Management;
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Abstract:
To examine the effects of leadership style on in-role performance through feedback seeking behaviour (FSB) and engagement using the job demands resource theory (JD-R). The sample consisted of 152 employees working in a call centre. Structural equation modelling (SEM) was used to test the research hypotheses. Transformational leadership was significantly related to in-role performance, with FSB (the Financial Stability Board) and engagement sequentially mediating the relationship. This study highlights the motivational processes that can lead to employee engagement and performance within a call centre and identifies the contribution of feedback seeking within this environment.
Keywords:
Call center; Engagement; Feedback seeking; Leadership; Performance

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