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Exploring the Role of Mentoring Structure and Culture between Mentoring Functions and Job Satisfaction: A Study of Indian Call Centre Employees

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  • Jeevan Jyoti
  • Poonam Sharma

Abstract

The present study examines the impact of mentoring functions, namely, protection, coaching, counselling, role modelling, exposure, acceptance and friendship, on job satisfaction of Indian call centre employees. Furthermore, it also explores two variables which strengthen this relationship, namely, mentoring culture and mentoring structure. Employees working in call centres in India have been selected for data collection. Reliability and validity have been proved with the help of confirmatory factor analysis. Path analysis has been used for hypotheses testing. Results revealed that mentoring functions have direct impact on (except protection) job satisfaction of call centre employees. Furthermore, mentoring culture and mentoring structure act as moderators between mentoring functions and job satisfaction. The data collected is self-report in nature, and the study is limited to service sector only.

Suggested Citation

  • Jeevan Jyoti & Poonam Sharma, 2015. "Exploring the Role of Mentoring Structure and Culture between Mentoring Functions and Job Satisfaction: A Study of Indian Call Centre Employees," Vision, , vol. 19(4), pages 336-348, December.
    • Handle: RePEc:sae:vision:v:19:y:2015:i:4:p:336-348
    DOI: 10.1177/0972262915610889
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    References listed on IDEAS

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    1. Noah Gans & Ger Koole & Avishai Mandelbaum, 2003. "Telephone Call Centers: Tutorial, Review, and Research Prospects," Manufacturing & Service Operations Management, INFORMS, vol. 5(2), pages 79-141, September.
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