Anger Management and Public Service Delivery in Nigeria: An Exploratory Approach

Abstract

This study explores anger management and public service delivery in Nigeria. The paper viewed public service delivery as a critical determinant of a nation’s social contract which has direct influence on citizens’ quality of life and the level of public trust in government institutions. The objective is to determine the relationship between anger management and provision of public sector services in Nigeria, investigate the causes of anger among public servants in Nigeria and to identify and propose evidence-based strategies for the effective management and constructive channelling of anger within the Nigerian public sector. The study employs qualitative research approach utilizing a descriptive and analytical historical methodology. The study is anchored on Expectancy Disconfirmation Theory (EDT), augmented by insights from Attribution Theory and the Social Exchange Theory (SET). The study identified; cruel administration, incompetence and inefficiency, corruption and extortion, reaction to self-failure, lack of accountability and impunity among others as causes of anger in public service. While the effect of anger on public service delivery include; erosion of trust, decreased citizen participation, possibility of societal discontent and reform obstacle. The study recommended enhance communication, improve service quality promoting trust and emotional support as effective ways to management anger in the service.

Keywords: Accountability, Cruel Administration, Public Service, Public Trust, and Service Delivery.