The effects of supervisor support and self-efficacy on call center employees’ work engagement and quitting intentions

By Siti Nur Hidayah Ibrahim, Choo Ling Suan, Osman M. Karatepe. International journal of manpower, 2019

102 citations recorded by the source corpus.

Purpose The purpose of this paper is to investigate work engagement as a mediator of the impacts of supervisor support and self-efficacy on quitting intentions, and examine self-efficacy as a mediator between supervisor support and work engagement. Design/methodology/approach Data were collected from 177 call center employees in Malaysia. The aforesaid linkages were tested through structural equation modeling. Findings As hypothesized, self-efficacy mediates the relationship between supervisor support and work engagement, while work engagement mediates the impacts of supervisor support and self-efficacy on quitting intentions. Originality/value Though work engagement is on the decline and employee turnover is on the rise, no attention has been given to investigating the impacts of supervisor support and self-efficacy simultaneously on call center employees’ work engagement and quitting intentions so far. Therefore, the study aims to fill in this void.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Sociology and Political Science

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