Supervisor's behavioral complexity: ineffective in the call center

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dc.contributor.authorLeón, Federico R.
dc.contributor.authorBurga-León, Andrés
dc.contributor.authorMorales, Oswaldo
dc.date.accessioned2023-05-19T14:04:07Z
dc.date.available2023-05-19T14:04:07Z
dc.date.issued2018-02-15
dc.description.abstractAn 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.en_EN
dc.formatapplication/pdf
dc.identifier.citationLeon, 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.
dc.identifier.urihttps://hdl.handle.net/20.500.12640/3394
dc.language.isoeng
dc.publisherInternational Journal of Business Science & Applied Management
dc.publisher.countryGB
dc.relation.ispartofurn:issn:1753-0296
dc.relation.urihttps://www.business-and-management.org/download.php?file=2017/12_1--29-43-Leon,Burga-Leon,Morales.pdf
dc.rightsAttribution 4.0 International*
dc.rightsinfo:eu-repo/semantics/openAccesses_ES
dc.subjectLeader behavioral complexityen_EN
dc.subjectPeople-oriented leadershipen_EN
dc.subjectAbsenteeismen_EN
dc.subjectCompeting values frameworken_EN
dc.subjectComplejidad del comportamiento del líderes_ES
dc.subjectLiderazgo orientado a las personases_ES
dc.subjectAusentismoes_ES
dc.subjectMarco de valores en competenciaes_ES
dc.subject.ocdehttps://purl.org/pe-repo/ocde/ford#5.02.04
dc.titleSupervisor's behavioral complexity: ineffective in the call centeren_EN
dc.typeinfo:eu-repo/semantics/article
dc.type.otherArtículo
dc.type.versioninfo:eu-repo/semantics/publishedVersion
local.author.orcidhttps://orcid.org/0000-0002-5298-9733
oaire.citation.endPage43
oaire.citation.issue1
oaire.citation.startPage29
oaire.citation.titleInternational Journal of Business Science and Applied Management
oaire.citation.volume12
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