Matambo, Ferida, Nyagadza, Brighton ORCID: https://orcid.org/0000-0001-7226-0635 and Marembo, Mathew (2026) Emotional Intelligence as a catalyst between Organisational Justice and Service Delivery Innovation: Perspectives from selected local authorities in Zimbabwe. Strategic Business Research. p. 100072.

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Abstract

This study examines the mediating role of emotional intelligence (EI) in the relationship between organisational justice (OJ) and service delivery innovation (SDI) within selected Zimbabwean local authorities. Using a sequential mixed-methods approach, data were collected from 523 local authority employees across 15 councils in Zimbabwe through structured questionnaires (quantitative phase) and semi-structured interviews with 28 purposively selected participants (qualitative phase). Confirmatory factor analysis and structural equation modelling revealed that emotional intelligence significantly mediates the relationship between organisational justice and service delivery innovation. The findings demonstrate that whilst organisational justice has a direct positive effect on service delivery innovation, this relationship is substantially enhanced when mediated through emotional intelligence. Furthermore, ubuntu orientation significantly moderates this mediation, strengthening the indirect effect. Qualitative analysis identified five key themes: emotional intelligence as a buffer against resource constraints, ubuntu philosophy enhancing collaborative innovation, justice perceptions in hierarchical structures, emotional competence in citizen engagement, and leadership emotional intelligence as a driver of transformation. The study contributes to organisational behaviour theory in African contexts by demonstrating the critical role of emotional intelligence as a psychological mechanism that translates perceptions of fairness into innovative service delivery outcomes within resource-constrained environments. Practical implications suggest that local authorities in Zimbabwe should invest in developing employees` emotional intelligence capabilities alongside establishing fair organisational practices to enhance service delivery innovation despite infrastructural and financial challenges.

Item Type:	Article
Status:	Published
DOI:	10.1016/j.sbr.2026.100072
School/Department:	London Campus
URI:	https://ray.yorksj.ac.uk/id/eprint/13891

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