Abstract
This study aims to understand how ‘employability’ factors and ‘work climate’ affect the effective implementation of service charter protocols in the public sector context. The study employed a quantitative method anchored on the Understanding-Skillfulness-Efficacy belief-metacognition (USEM) model and self-determination theory, utilising the convenience sampling method in surveying 402 graduate employees of the civil service in Ghana. The findings confirm that skillfulness, efficacy belief, and metacognition employability elements derived from the USEM employability model significantly influence the service charter’s effectiveness. Meanwhile, ‘work climate’ significantly moderates the ‘efficacy-belief-service charters’ effectiveness (SCE)’ relationship. However, understanding the subject matter did not significantly impact SCE. This study makes a novel contribution to the services literature by addressing how ‘employability’ elements and ‘work climate’ interact to influence service charters’ effectiveness, an area of study needing more attention in services literature.