IDEAS home Printed from https://ideas.repec.org/a/eme/ijmpps/ijm-12-2017-0320.html
   My bibliography  Save this article

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

Author

Listed:
  • Siti Nur Hidayah Ibrahim
  • Choo Ling Suan
  • Osman M. Karatepe

Abstract

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.

Suggested Citation

  • Siti Nur Hidayah Ibrahim & Choo Ling Suan & Osman M. Karatepe, 2019. "The effects of supervisor support and self-efficacy on call center employees’ work engagement and quitting intentions," International Journal of Manpower, Emerald Group Publishing Limited, vol. 40(4), pages 688-703, February.
    • Handle: RePEc:eme:ijmpps:ijm-12-2017-0320
    DOI: 10.1108/IJM-12-2017-0320
    as

    Download full text from publisher

    File URL: https://www.emerald.com/insight/content/doi/10.1108/IJM-12-2017-0320/full/html?utm_source=repec&utm_medium=feed&utm_campaign=repec
    Download Restriction: Access to full text is restricted to subscribers
    File URL: https://www.emerald.com/insight/content/doi/10.1108/IJM-12-2017-0320/full/pdf?utm_source=repec&utm_medium=feed&utm_campaign=repec
    Download Restriction: Access to full text is restricted to subscribers
    File URL: https://libkey.io/10.1108/IJM-12-2017-0320?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Sunwang Kim & Jimin Kwon & Dongil Jung, 2023. "Going beyond the firm perspective: what do employees think of high-performance work systems (HPWS)?," Asian Business & Management, Palgrave Macmillan, vol. 22(5), pages 2106-2134, November.
    2. Muhammad Shahnawaz Adil, Nadeem, 2020. "Effects of Perceived Professional Learning and Supportive Work Environment on Job Satisfaction and Transfer of Training," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 7(2), pages 33-55, October.
    3. Pinna, Roberta & De Simone, Silvia & Cicotto, Gianfranco & Malik, Ashish, 2020. "Beyond organisational support: Exploring the supportive role of co-workers and supervisors in a multi-actor service ecosystem," Journal of Business Research, Elsevier, vol. 121(C), pages 524-534.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eme:ijmpps:ijm-12-2017-0320. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Emerald Support (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.