Assessment of Counterproductive Work Behavior in Service Delivering Employees: The Case of Ethiopian Electric Utility

Abstract

The purpose of this study was to assess the counterproductive work behavior of service delivering employees working in Ethiopian Electric Utility. The study was conducted in the South, North, East and West Regions of the Utility. The study employed concurrent qualitative and quantitative data collection methods. Quantitative data was collected using questionnaire and qualitative data is collected using in depth interview and FGD. Quota sampling technique was used to select the 219 survey participants and purposive sampling technique is used to select interview respondents and FGD discussants. Participants of the study includes are Marketing and Customer Service Strategy Head, four regional heads, center heads, supervisors, 1 to 5 change army team leaders and performers. The data was analyzed using descriptive statistics and content analytical procedure. The study revealed the existent of both organizational and interpersonal counterproductive work behaviors at EEU. The major CWBs manifested by the participants are presented as conceptual, attitudinal and practical gaps. The study also identified contributing factors that are related to individuals, the organization and interpersonal communications between employees and supervisors, employees and the organization and employees and work teams. The research recommended the organization to solve the structural problems which are aggravating counterproductive work behaviors, to consistently plan and implement capacity building programs and the employees should be abide by the chain of command and develop their workplace communication skills.