Empowering Leadership and Municipal Service Delivery: A Case Study of a Metropolitan Municipality in South Africa.

Since municipal service delivery is a challenge facing many municipalities in South Africa, this paper reports on a study conducted among a convenience sample of managers and employees from the Revenue and Customer Relations Management department of a major metropolitan municipality in South Africa, to address the aforementioned problem. The findings reveal that empowering leadership is strongly correlated with employee work effort, performance and improved service delivery. On the practitioners’ side, the important mediating role of employee work effort and employee performance in the “empowering leadership–improved service delivery” relationship in South Africa’s public sector is also highlighted. [ABSTRACT FROM PUBLISHER]