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Supervisor support, work engagement and turnover intentions: evidence from Indian call centres

Supervisor support, work engagement and turnover intentions: evidence from Indian call centres This paper aims to examine the relationship between supervisor support, work engagement and turnover intentions with work engagement playing the role of a mediator.Design/methodology/approachData from 386 Indian call centre employees through questionnaire survey was collected. A variety of statistical tools such as confirmatory factor analysis, Sobel test and descriptive statistics were used for examining the relationship.FindingsFrom this study, it was found that work engagement partially mediates the relationship between supervisor support and turnover intentions confirming well with the model hypothesized for the study.Originality/valueBoth employee turnover and disengagement levels in call centres keep on increasing, but very little research has been conducted so far on the linkage between supervisor support, work engagement and turnover intentions. Whatever little research has been conducted so far does not take supervisor support as a one-dimensional construct, thus obscuring its impact on work engagement and turnover intentions. That too, the findings about the relationship between work engagement and turnover intentions are mixed, thus calling for further studies. Moreover, the majority of the studies so far have come from Western contexts. The relationship is yet to be fully understood in the emerging Asian business context. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Asia Business Studies Emerald Publishing

Supervisor support, work engagement and turnover intentions: evidence from Indian call centres

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References (74)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1558-7894
DOI
10.1108/jabs-08-2019-0261
Publisher site
See Article on Publisher Site

Abstract

This paper aims to examine the relationship between supervisor support, work engagement and turnover intentions with work engagement playing the role of a mediator.Design/methodology/approachData from 386 Indian call centre employees through questionnaire survey was collected. A variety of statistical tools such as confirmatory factor analysis, Sobel test and descriptive statistics were used for examining the relationship.FindingsFrom this study, it was found that work engagement partially mediates the relationship between supervisor support and turnover intentions confirming well with the model hypothesized for the study.Originality/valueBoth employee turnover and disengagement levels in call centres keep on increasing, but very little research has been conducted so far on the linkage between supervisor support, work engagement and turnover intentions. Whatever little research has been conducted so far does not take supervisor support as a one-dimensional construct, thus obscuring its impact on work engagement and turnover intentions. That too, the findings about the relationship between work engagement and turnover intentions are mixed, thus calling for further studies. Moreover, the majority of the studies so far have come from Western contexts. The relationship is yet to be fully understood in the emerging Asian business context.

Journal

Journal of Asia Business StudiesEmerald Publishing

Published: Dec 7, 2020

Keywords: Work engagement; Turnover intentions; Supervisor support; Indian call centres

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