dc.creator | León Eyzaguirre, Federico R. | |
dc.date.accessioned | 2019-02-12T22:40:41Z | |
dc.date.accessioned | 2023-05-23T20:33:32Z | |
dc.date.available | 2019-02-12T22:40:41Z | |
dc.date.available | 2023-05-23T20:33:32Z | |
dc.date.created | 2019-02-12T22:40:41Z | |
dc.date.issued | 2017-06 | |
dc.identifier | 1753-0296 | |
dc.identifier | International Journal of Business Science and Applied Management | |
dc.identifier | https://hdl.handle.net/20.500.14005/8576 | |
dc.identifier.uri | https://repositorioslatinoamericanos.uchile.cl/handle/2250/6404843 | |
dc.description.abstract | 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-à-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. © 2017, International Journal of Business Science and Applied Management. All rights reserved. | |
dc.language | eng | |
dc.publisher | Brunel University | |
dc.relation | International Journal of Business Science and Applied Management | |
dc.rights | https://creativecommons.org/licenses/by/4.0/ | |
dc.rights | info:eu-repo/semantics/openAccess | |
dc.source | Universidad San Ignacio de Loyola | |
dc.source | Repositorio Institucional - USIL | |
dc.subject | Leadership | |
dc.subject | Managerial characteristics | |
dc.subject | Behavioural sciences | |
dc.subject | Características directivas | |
dc.title | Supervisor’s behavioral complexity: Ineffective in the call center | |
dc.type | info:eu-repo/semantics/article | |