The Effect of Frontline Service Employees' Perception of Transformational and Transactional Leadership Styles on Their In-Role and Extra-Role Work Behaviours

This thesis has contributed to the literature in the following areas: (1) the mediating effect of leader-member exchange in transforming the effects transformational and transactional leadership styles on in-role and extra-role work behaviours; (2) the moderating effect of psychological capital and proactive personality on in-role and extra-role work behaviours through leader-member exchange; and (3), the direct effect of in-role and extra-role work behaviours on frontline service employees' job performance.