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

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 fro...

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Bibliographic Details
Published in:International journal of manpower 2019-07, Vol.40 (4), p.688-703
Main Authors: Hidayah Ibrahim, Siti Nur, Suan, Choo Ling, Karatepe, Osman M
Format: Article
Language:English
Subjects:
Call centers
Customer services
Emotions
Employee turnover
Hypotheses
Self-efficacy
Social exchange theory
Studies
Supervisors
Variables
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Summary: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.
ISSN:0143-7720
1758-6577
DOI:10.1108/IJM-12-2017-0320