Repositorio Institucional Ulima

Supervisor’s behavioral complexity: Ineffective in the call center

Mostrar el registro sencillo del ítem León, Federico R. Burga-León, Andrés Morales, Oswaldo
dc.contributor.other Burga-León, Andrés es_PE 2018-02-28T16:53:48Z 2018-02-28T16:53:48Z 2017
dc.identifier.citation León F. R., Burga-León, A., & Morales, O. (2017). International Journal of Business Science and Applied Management, 2(1), 29-43. Recuperado de es_ES
dc.identifier.issn 1753-0296 en
dc.description.abstract 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. es_ES
dc.description.uri Indexado en Scopus es
dc.format application/pdf es
dc.language.iso eng en
dc.publisher Brunel University en
dc.rights info:eu-repo/semantics/openAccess
dc.rights.uri es
dc.source Universidad de Lima es
dc.source Repositorio Institucional - Ulima es
dc.subject Liderazgo es_ES
dc.subject Supervisión de los empleados es
dc.subject Absentismo laboral es
dc.subject Vendedores es
dc.subject Psicología industrial es
dc.subject Centros de atención telefónica es
dc.subject Leadership en
dc.subject Employee monitoring en
dc.subject Absenteeism (Labor) en
dc.subject Sales personnel en
dc.subject Telemarketing en
dc.subject Psychology, industrial en
dc.subject Call centers en
dc.subject.classification Ciencias empresariales y económicas / Administración es
dc.subject.classification Psicología / Psicología organizacional es
dc.title Supervisor’s behavioral complexity: Ineffective in the call center es_ES
dc.type info:eu-repo/semantics/article es_PE
dc.type.other Artículo en Scopus es_PE
dc.identifier.journal International Journal of Business Science and Applied Management es Reino Unido en
dc.description.peer-review Revisión por pares

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