THE POWER OF CORPORATE GOVERNANCE IN CALL CENTER: THE ROLE OF WORKPLACE HAPPINESS AND EMPLOYEE VOICE IN THRIVING AT WORK

The purpose of this study is to examine the mediating role of workplace happiness and the moderating role of employee voice in the effect of employees' perceptions of corporate governance working as customer communication consultants on thriving at work. For this purpose, corporate governance, thriving at work, workplace happiness, and employee voice scales were used in the study. The population of the study consists of 874 employees working in two different institutions operating as call centers in Türkiye. The data of the study was obtained from 449 employees (205 male, 244 female) who participated in the survey. AMOS 24 application was used to verify the factors of the scales in the study. SPSS 27 was used in the analysis of the variables and the mediation and moderation role of the research was evaluated with SPSS PROCESS MACRO model 14. According to the results of the research, it was determined that workplace happiness had a mediating role in the effect of corporate governance perception on thriving at work, and employee voice had a moderating role in the indirect effect of corporate governance (through workplace happiness) thriving at work. Therefore, increasing corporate governance and supporting employee happiness can create an environment where employees can thrive at work, and employee voice plays an important role in this process.