Organisational and individual strengths use as predictors of engagement and productivity

This study sought to determine whether Perceived Organisational Support for Strengths Use (POSSU) and Proactive Behaviour towards Strengths Use (PBSU) predict engagement and productivity in a sample of South African call centre operators. Participants were 218 call centre operators within the financial services sector (females=51%, males = 49%), representative of the South African population, and predominantly holding secondary educational qualifications. Information was gathered through a cross-sectional quantitative research design comprising self-report measures. The measures were administered on site within a call centre of one of the country's largest financial service providers. Structural equation modelling methods were implemented to establish the model fit of the constructs in the study and to explain structural paths between the variables. Findings showed that POSSU and PBSU are significant predictors of work engagement. PBSU predicted productivity. In addition, engagement mediated the relationship between POSSU/PBSU and productivity. This supports the theoretical context of the job demands-resources (JD-R) model and provides grounds for further exploration of the strengths-based approach (on both organisational and individual levels) as a developmental approach to utilise within organisations to enhance engagement and productivity.