SERVICOM Policy, Workplace Deviance and Service Delivery in the Nigerian Airspace Management Agency

• Published in: Journal of economics and business research 2017, Vol.23 (1), p.165-184
• Main Authors: Ekwoaba, Joy O, Anyim, Francis C, Odetunde, Jamiu Oladimeji
• Format: Article
• Language: English
• Subjects: Economy
• ISSN: 2068-3537; 2069-9476

Lack of prompt and efficient service delivery has emerged as part of the criticisms leveled against public corporations in Nigeria. Perhaps, major fallout of this development has been the preponderance of employees in the sector to engage in various behaviors inimical to prompt and efficient service delivery. Unfortunately, deviance is a problem to the organizations due to its financial implication and detrimental effects on the organization’s image. However, SERVICOM policy was designed as measure to combat deviance behavior in public corporations in Nigeria. This study therefore evaluates the relationship between, SERVICOM policy, service delivery and workplace deviance in the Nigerian Airspace Management Agency (NAMA) using survey research method. A sample of 225 respondents was drawn from the 500 NAMA employees using accidental sampling technique. Data collected were tested and analyzed using descriptive, frequency distribution and regression analysis. The result of the hypotheses tested at 5% level of significance showed that there is a significant relationship between SERVICOM policy, service delivery and workplace deviance. Thus, the study recommended that organizations and their management should give due attention to SERVICOM policy, ensure that their employees are sufficiently knowledgeable and satisfied with the policy in order to promote positive workplace deviant behavior in the organization