The mediating effect of employee engagement on leadership styles and organizational commitment in Telekom Malaysia call centre

Highly committed to company’s overall business mission is particularly important for call centre, since agents’ behaviour and attitude has a direct impact on customer service. In employer-employee relationship, leadership plays an important role in people management in which understanding the signif...

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Main Author:	Shahida Syafiqah, Abdullah
Format:	Thesis
Language:	eng eng eng
Published:	2021
Subjects:	HF Commerce. HF5548.7-5548.85 Industrial Psychology HF5546-5548.6 Office Management
Online Access:	https://etd.uum.edu.my/10825/1/Grant%20the%20permission_s94234.pdf https://etd.uum.edu.my/10825/2/s94234_01.pdf https://etd.uum.edu.my/10825/3/s94234_02.pdf
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id	my-uum-etd.10825
record_format	uketd_dc
spelling	my-uum-etd.108252023-12-17T03:39:30Z The mediating effect of employee engagement on leadership styles and organizational commitment in Telekom Malaysia call centre 2021 Shahida Syafiqah, Abdullah Abd Rahim, Nazahah Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF Commerce. HF5548.7-5548.85 Industrial Psychology HF5546-5548.6 Office Management Highly committed to company’s overall business mission is particularly important for call centre, since agents’ behaviour and attitude has a direct impact on customer service. In employer-employee relationship, leadership plays an important role in people management in which understanding the significance of committed agents with effective leadership style enhance the success of call centre operating in today’s competitive environment. Nonetheless, previous studies discovered inconsistent results in organisational commitment and leadership styles relationship, particularly, transformational and transactional leadership styles. These inconsistencies led to a new line of research that shows how important it is to look at the effect of employee engagement as a potential mediating variable that could explain the relationship. Therefore, the present study investigated the relationships between leadership styles and organizational commitment in Telekom Malaysia call centre. Drawing upon the social exchange theory, the study also examined the mediating effect of employee engagement on the relationships between transformational leadership, transactional leadership and organizational commitment. Quantitative research design was adopted to collect the data and answer the research questions. Using a questionnaire survey, a total of 262 responses were collected from agents located in Kuala Lumpur. The data was analysed using PLS-SEM. The findings revealed that transactional leadership and employee engagement had positive influence on call centre agents’ organizational commitment, whereas, transformational leadership portrayed positive influence on employee engagement, but had no influence on organizational commitment. Employee engagement mediated the relationship between transactional leadership style and organizational commitment partially since transactional leadership style has both direct and indirect impacts on organisational commitment. Meanwhile, employee engagement fully mediated the relationship between transformational leadership style and organizational commitment. This study gives additional insight for call centre management to understand their agents better, to evaluate their existing policies and procedures, as well as to assist call centre leaders in influencing agents’ commitment and engagement. 2021 Thesis https://etd.uum.edu.my/10825/ https://etd.uum.edu.my/10825/1/Grant%20the%20permission_s94234.pdf text eng staffonly https://etd.uum.edu.my/10825/2/s94234_01.pdf text eng 2024-10-03 staffonly https://etd.uum.edu.my/10825/3/s94234_02.pdf text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Abd Rahim, Nazahah
topic	HF Commerce. HF5548.7-5548.85 Industrial Psychology HF5546-5548.6 Office Management
spellingShingle	HF Commerce. HF5548.7-5548.85 Industrial Psychology HF5546-5548.6 Office Management Shahida Syafiqah, Abdullah The mediating effect of employee engagement on leadership styles and organizational commitment in Telekom Malaysia call centre
description	Highly committed to company’s overall business mission is particularly important for call centre, since agents’ behaviour and attitude has a direct impact on customer service. In employer-employee relationship, leadership plays an important role in people management in which understanding the significance of committed agents with effective leadership style enhance the success of call centre operating in today’s competitive environment. Nonetheless, previous studies discovered inconsistent results in organisational commitment and leadership styles relationship, particularly, transformational and transactional leadership styles. These inconsistencies led to a new line of research that shows how important it is to look at the effect of employee engagement as a potential mediating variable that could explain the relationship. Therefore, the present study investigated the relationships between leadership styles and organizational commitment in Telekom Malaysia call centre. Drawing upon the social exchange theory, the study also examined the mediating effect of employee engagement on the relationships between transformational leadership, transactional leadership and organizational commitment. Quantitative research design was adopted to collect the data and answer the research questions. Using a questionnaire survey, a total of 262 responses were collected from agents located in Kuala Lumpur. The data was analysed using PLS-SEM. The findings revealed that transactional leadership and employee engagement had positive influence on call centre agents’ organizational commitment, whereas, transformational leadership portrayed positive influence on employee engagement, but had no influence on organizational commitment. Employee engagement mediated the relationship between transactional leadership style and organizational commitment partially since transactional leadership style has both direct and indirect impacts on organisational commitment. Meanwhile, employee engagement fully mediated the relationship between transformational leadership style and organizational commitment. This study gives additional insight for call centre management to understand their agents better, to evaluate their existing policies and procedures, as well as to assist call centre leaders in influencing agents’ commitment and engagement.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Shahida Syafiqah, Abdullah
author_facet	Shahida Syafiqah, Abdullah
author_sort	Shahida Syafiqah, Abdullah
title	The mediating effect of employee engagement on leadership styles and organizational commitment in Telekom Malaysia call centre
title_short	The mediating effect of employee engagement on leadership styles and organizational commitment in Telekom Malaysia call centre
title_full	The mediating effect of employee engagement on leadership styles and organizational commitment in Telekom Malaysia call centre
title_fullStr	The mediating effect of employee engagement on leadership styles and organizational commitment in Telekom Malaysia call centre
title_full_unstemmed	The mediating effect of employee engagement on leadership styles and organizational commitment in Telekom Malaysia call centre
title_sort	mediating effect of employee engagement on leadership styles and organizational commitment in telekom malaysia call centre
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2021
url	https://etd.uum.edu.my/10825/1/Grant%20the%20permission_s94234.pdf https://etd.uum.edu.my/10825/2/s94234_01.pdf https://etd.uum.edu.my/10825/3/s94234_02.pdf
_version_	1794023759568437248

The mediating effect of employee engagement on leadership styles and organizational commitment in Telekom Malaysia call centre

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