Abstract:

In business life, there are some relationships between both subordinates and managers. Thanks to the quality relationship exchange, subordinates and managers provide themselves some benefits. In addition, managers can develop different relationships with employees between groups. In this study, the moderated role of leader-member exchange (LMX) differentiation at the team level in the effect of LMX on task and contextual performance in call center teams is investigated. After the Ethics Committee report dated 09.06.2021 and numbered 2021/4 was received from Gümüşhane University, 228 call center employees and 40 call center teams were researched and survey questions were applied to the employees with the quota sampling method in order to test the relevant research hypotheses. As a result of the obtained data, it was concluded that leader-member exchange increased individual task and contextual performance. High-level differentiated leader-member exchange negatively affected the relationship between task and contextual performance, which is seen as a result of individual leader-member exchange. Consequently of the researchers examined, it has been seen that working performance in working life is affected by the leader-member interaction in different ways and situations. However, studies mostly focused on the performance of the individual. The original aspect of this study is the examination of differentiated leader-member interaction between teams.  

Keywords: