Corporate Leadership and Employees' Empowerment in Service Delivery

Student: Kafayat Oluwatoyin Owolabi (Project, 2025)
Department of Business Administration and Management
Osun State Polytechnic, Iree, Osun State

Abstract

This study investigates the relationship between corporate leadership and the empowerment of employees in improving service delivery within contemporary organizations. The research explores leadership practices that encourage participation, autonomy, and innovation while assessing how empowered employees contribute to better customer satisfaction and operational efficiency. A mixed method approach was adopted, combining survey questionnaires with interviews. Findings reveal that leadership that promotes trust, open communication, and shared decision making significantly enhances employees confidence and motivation. Empowered employees demonstrate stronger commitment, faster response time, and improved customer interaction. The study concludes that organizations seeking sustainable excellence in service delivery must adopt leadership strategies that strengthen employee involvement. Recommendations focus on continuous leadership training, structured empowerment programs, and the development of systems that support employee creativity and accountability.

Keywords
corporate leadership employees empowerment service delivery organizational performance workplace productivity
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