DYSFUNCTIONAL WORKPLACE ATTITUDE AND SERVICE DELIVERY, A CASE STUDY OF THE UNIVERSITY OF BENIN TEACHING HOSPITAL

ABSTRACT

This study examines dysfunctional workplace attitudes and service delivery; a case study of the University of Benin Teaching Hospital. It specifically focused on ascertaining the effect of employee bullying, workplace violence, employee harassment and employee theft on service delivery, as the dependent variable. Four (4) research questions were raised and literature of other researchers were reviewed. Using the descriptive survey research design, data was collected through the aid of a questionnaire. The questionnaire was structured according to the research questions and distributed to sample population of 50 respondents. Result from the study revealed that employee bullying has significant impact on service delivery in University of Benin Teaching Hospital. Hence, employee bullying contributes to decreased productivity levels, impacting the timely delivery of services. Workplace violence has significant impact on service delivery in University of Benin Teaching Hospital. Hence, workplace violence diminishes employees' confidence, resulting in a negative impact on service delivery quality Employee harassment has significant impact on service delivery in University of Benin Teaching Hospital. Hence, employee harassment contributes to decreased productivity levels, impacting the timely delivery of services. Employee theft has significant impact on service delivery in University of Benin Teaching Hospital. Hence, employee theft disrupts team collaboration and cooperation, negatively impacting the overall service delivery process. It was however recommended that firms should ensure that dysfunctional behaviours are duly reproved and punished to serve as a warning to other employees who have such tendencies; firms should ensure that employees that display good working behaviour in the workplace should be rewarded as this will encourage others to give their best in the organisation; and that firms should ensure that employee are not bullies in the organisation so as to avoid unproductivity in the workplace.