SERVICOM Policy, Workplace Deviance and Service Delivery in Nigerian Airspace Management Agency (NAMA)

Abstract

SERVICOM policy is one of the factors influencing employee‟s attitude not to engage in deviance behaviour in organisation. Deviance is a problem to the organisations due to its financial implication and detrimental effects it has on the organisation‟s image. This study therefore evaluates the relationship between, SERVICOM policy, service delivery and workplace deviance in 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 organisations 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 behaviour in the organisation.