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The purpose of this paper is to ascertain how perceived service quality mediates employees’ customer orientation and customer satisfaction in the public utility sector.

The study focused on the commercial customers (small and medium-scale enterprises– (SMEs)) of Electricity Company of Ghana Ltd. There were 350 SMEs sampled for the study, and each had no more than 99 employees. Respondents were either owner-managers or employee-managers. Structural equation model (SEM) was used in estimating the effects among the variables studied.

Most public institutions have a built-in customer base, and therefore places less emphasis on employees’ customer orientation. This notwithstanding, findings revealed that employees’ customer orientation behaviors significantly impacted customers’ perceived service quality and satisfaction toward public institutions. Similarly, customers’ perceived service quality influenced their satisfaction toward public institutions. SMEs serve as an engine for economic growth in an economy, and therefore public institutions must consider their peculiar needs in the delivery of service to them.

This study pointed out that, employees’ customer orientation behaviors of public institutions have an influence on customers’ perceived service quality and satisfaction. Previous studies on these concepts have largely focused on the private sector, where there are lots of competition. This study also specifically studied commercial customers (SMEs) of public institution, which is quite novel, especially in relation to the concepts studied. And the contribution of SMEs to economic growth makes their study even much more important.

This study aims to examine the influence of employee vitality and tenure on the nexus between citizenship fatigue and knowledge-sharing behaviour among academic staff in Ghanaian higher education institutions.

A sample of 876 faculty members from traditional and technical universities was chosen for the study using convenience sampling technique. Data was analysed using PLS-SEM with SmartPLS 4.

Results reveal that citizenship fatigue negatively influences faculty members’ knowledge-sharing behaviour. In addition, employee vitality and tenure mitigate the negative influence of citizenship fatigue on faculty members’ knowledge-sharing behaviour.

The findings suggest that the management of higher education institutions should focus on creating a workplace culture that cultivates workplace vitality and promotes long tenure to reduce the negative influence of citizenship fatigue on the knowledge-sharing behaviour among faculty members.

This study represents one of the earliest attempts to examine a theoretical framework that connects citizenship fatigue, employee vitality, knowledge-sharing behaviour and employee tenure within the context of higher education.

This study aims to investigate the mediating roles of servant leadership and employee vitality in the relationship between psychological ownership and employee creativity among healthcare workers in Ghana.

A sample of 736 public and private healthcare respondents was selected using a convenience sampling technique. Data collected using a self-reported questionnaire was analyzed via partial least square structural equation modeling.

The findings reveal that psychological ownership directly improves employee creativity, while servant leadership and employee vitality mediate the relationship between psychological ownership and employee creativity separately and complementarily.

The research used self-reported data, increasing the potential for common method variance. However, sufficient care was taken to minimize these limitations.

This research makes valuable contributions to the field of healthcare practice literature. The findings suggest that management of health care entities should focus on creating a workplace culture that cultivates psychological ownership among employees and policies that enhance employee vitality and promote servant behavior to foster employee creativity.

This study represents one of the earliest attempts to examine a theoretical framework that connects servant leadership, employee vitality, employee creativity and psychological ownership within the context of the health service industry.