Abstract
This study examined the relationship between labour-management relations and service delivery in Anambra State Ministries from 2014 to 2024. Anchored on Victor Vroom’s Expectancy Theory, the research focused on how industrial actions and mediation mechanisms affect the timeliness and quality of public service delivery. A descriptive survey design was adopted, with data collected from a sample of 372 civil servants drawn from a population of 5,327 using stratified random sampling. A structured questionnaire served as the primary instrument, supplemented by secondary sources. Data were analysed using descriptive statistics and simple linear regression with SPSS version 25. Findings revealed that industrial actions had a statistically significant effect on the timeliness of service delivery (R² = 0.9597, F(1,3) = 71.47, p = 0.0035), with respondents indicating that strikes and work stoppages frequently cause delays, backlogs, and disruptions in government services. Similarly, mediation mechanisms between labour and management significantly influenced service delivery (R² = 0.9798, F(1,3) = 145.49, p = 0.0012). Effective mediation was found to promote prompt grievance resolution, enhance employee morale and cooperation, and reduce workplace tension, thereby supporting uninterrupted and efficient service delivery. The study concludes that strained labour-management relations, particularly through frequent industrial actions, undermine timely service delivery in Anambra State Ministries, while well-structured mediation processes serve as a vital tool for improving harmony and performance. It recommends proactive grievance management, institutionalization of formal mediation frameworks, regular dialogue between labour and management, and timely implementation of agreements to minimise disruptions and strengthen public service delivery in the state.