Substitutes for Leadership theory argues that aspects of the environment other than the hierarchical leader can provide leadership to subordinates (Kerr and Jermier, 1978). A logical substitute for leadership in high usage technology workplaces, such as call centres, is the computer system. With employees in these workplaces often interacting with computer systems more often than with their supervisor (Batt, 2000) a plausible question is whether the employees gain leadership from the computer system. This study sets out to test the contribution the computer system providing leadership makes to levels of subordinate Intention to Turnover. Deery and Walsh (2001), amongst others, have previously identified subordinate turnover as a key issue in call centres. Results from 357 subordinates in 45 call centres in Australia and New Zealand suggest that some technology variables contribute directly to variance explained for the criterion, subordinate Intention to Turnover. Also, although technology did not act as a genuine substitute, as it did not replace the leader behaviour effect, technology which Monitors Performance did act to enhance the relationship between Contingent Reward leader behaviour and subordinate Intention to Turnover. Both theoretical and managerial implications of the study’s results are discussed.
Catriona Wallace. University of New South Wales, NSW
Catriona Wallace. University of New South Wales, NSW
