Supervisor's behavioral complexity: ineffective in the call center
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Date
2018-02-15
Journal Title
Journal ISSN
Volume Title
Publisher
International Journal of Business Science & Applied Management
Fecha de fin de embargo
Redes Sociales
Citación
Citación APAAbstract
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-a-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.
Description
Keywords
Leader behavioral complexity, People-oriented leadership, Absenteeism, Competing values framework, Complejidad del comportamiento del líder, Liderazgo orientado a las personas, Ausentismo, Marco de valores en competencia
Citation
Leon, F.R., Leon, A., & Morales, O. (2017). Supervisor's behavioral complexity: ineffective in the call center. International Journal of Business Science and Applied Management, 12(1), 29-43.
