León, Federico R.Burga-León, AndrésMorales, Oswaldo2023-05-192023-05-192018-02-15Leon, 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.https://hdl.handle.net/20.500.12640/3394An 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.application/pdfenginfo:eu-repo/semantics/openAccessAttribution 4.0 Internationalhttps://creativecommons.org/licenses/by/4.0/Leader behavioral complexityPeople-oriented leadershipComplejidad del comportamiento del líderAbsenteeismLiderazgo orientado a las personasAusentismoCompeting values frameworkMarco de valores en competenciainfo:eu-repo/semantics/articlehttps://purl.org/pe-repo/ocde/ford#5.02.04