The role of leadership and engagement in call center performance: answering the call in Peru

Rachel Gabel Shemueli, is an Associate Professor at the Pacific Business School of the Pacifico University in Lima, Peru. Her research focuses on local and cross cultural issues such as the influence of positive psychology, leadership development, emotional and cultural intelligence, as well as micro and macro culture and values on individual and organizational effectiveness.

Mary F. Sully de Luque is an Associate Professor at the Thunderbird School of Global Management. Her research interests include global and responsible leadership, CSR and stakeholder decision-making, as well as micro and macro cultural influences in organizational effectiveness. Also, she is academic co-director of women entrepreneurs' programs in developing markets.

Danae Bahamonde is a research assistant at the Pacific Business School of the Pacifico University in Lima, Peru. She is participating actively in several research projects regarding leadership, cultural intelligence, positive psychology and the influence of social and organizational culture and values on individual and organizational outcomes.