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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
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    Citations

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    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. Kazi Omar Siddiqi, 2024. "Impact of technostress and work-family conflict on turnover intention among nurses in Bangladesh: a moderation effect of perceived supervisor support," Journal of Computational Social Science, Springer, vol. 7(2), pages 2005-2028, October.
    4. 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.

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