High Performance Work Systems and Employee Outcomes in Indian Call Centres: A Mediation Approach
MetadataShow full item record
Purpose: The purpose of this paper is to empirically examine the relationships between high-performance work systems (HPWSs) and four employee outcomes – job satisfaction, employee engagement, presenteeism and well-being – in Indian call centres. Design/methodology/approach: A path model is developed to investigate the direct and mediation effects between the assessed variables. The study utilised a survey of 250 call centre employees working in five business process management firms based in India. Findings: The findings indicate that HPWSs have a positive relationship with job satisfaction, engagement and well-being. Job satisfaction also had a positive relationship with engagement and presenteeism, and engagement was positively related to presenteeism and well-being. However, there was no significant direct effect of HPWS on presenteeism. Mediation analysis showed that HPWS has an indirect effect on well-being via engagement and also via job satisfaction and engagement combined. Research limitations/implications: HPWS significantly increases job satisfaction and employee engagement and indirectly influences employee well-being via these outcomes. However, job satisfaction and employee engagement was also found to increase presenteeism, which, in turn, can reduce employee well-being. These findings contribute to the HPWS theory and the literature on employee well-being, and have implications for HR personnel and call centre management. Originality/value: Given the well-established challenges with employee retention in Indian call centre environments, one solution may be the adoption of a more strategic approach to HRM using HPWS. Such an approach may enhance employees’ perceptions that HPWS practices would have a positive influence on job satisfaction, employee engagement and employee well-being.
Showing items related by title, author, creator and subject.
High Performance Work Systems, Corporate Social Performance and Employee Outcomes: Exploring the Missing LinksFan, David; Zhang, M.; Zhu, C. (2014)High-performance work systems (HPWS)-performance research has dominated innovative human resource management studies for two decades. However, mainstream HPWS research has paid little attention to employees’ perceptions ...
Internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-beingSharma, Piyush; Chuen Kong, T.; Kingshott, Russel (2016)Purpose – This paper uses ‘positive organizational behaviour’ and ‘transformative service research’ paradigms to introduce ‘employee well-being’ as a focal construct in the process by which internal service quality drives ...
Leavy, J.; Jancey, Jonine (2016)Background: Office workers sit for more than 80% of the work day making them an important target for work site health promotion interventions to break up prolonged sitting time. Adjustable workstations are one strategy ...