High-performance work systems and employee outcomes in Indian call centres: a mediation approach. Issue 4 (4th June 2018)

• Record Type: Journal Article
• Authors: Ananthram, Subramaniam; Xerri, Matthew J.; Teo, Stephen T.T.; Connell, Julia
• Is Part Of: Personnel review. Volume 47:Issue 4(2018)
• Page Start: 931
• Page End: 950
• Publication Date: 2018-06-04
• Subjects: India -- Well-being -- Quantitative -- Engagement -- High-performance work systems (HPWS) -- Presenteeism -- Call centres; Personnel management -- Periodicals; 658.3005
• DOI: 10.1108/PR-09-2016-0239
• Languages: English
• ISSNs: 0048-3486

Abstract

Abstract : 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.