The Influence of Transformational Leadership on Perceptions of Organisational Justice, Intention to Quit and Organisational Citizenship Behaviour among Selected Call Centre Employees in the Financial Services Industry

Achieving the outcome of becoming a sustainable organisation is strongly linked with the performance of the customer facing call centre staff. If a climate promoting equity and transformational leadership ideals that employees are able to buy into is created, this might, in turn, elicit extra-role behaviours where call centre staff are willing to engage in extra-role behaviours. The reason for the present research study was to answer the question, “what is the influence of transformational leadership on perceptions of organisational justice, intention to quit and OCB among call centre employees in the financial services industry?”
202 Participants were drawn from selected financial service organisations located in several provinces. Transformational leadership was measured using the Multi-Factor Leadership Questionnaire (Bass & Avolio, 1994); Organisational Justice Scale (Niehoff & Moorman, 1993), Turnover Intention Scale (Roodt, 2004), and Organisational Citizenship Behaviour Scale (OCBS) developed by Podsakoff, Mackenzie, Moorman and Fetter (1990).
Item and dimensionality analyses were conducted on the scales used using SPSS version 24. Structural equation modeling was used to evaluate both the measurement and structural models using the LISREL 8.80 software both of which fitted the data reasonably well. A non-significant relationship between transformational leadership and organisational justice was found, while a negative relationship was found between transformational leadership and intention to quit as well as between perceptions of organisational justice and intention to quit. A significant positive relationship was found between transformational leadership and OCB. Finally, no significant relationship was found between perceptions of organisational justice and OCB; as well as intention to quit and OCB.
The study provides some insight on the influence of transformational leadership on intention to quit, as well as the roles of justice perceptions and OCB in a call centre environment.