HRM and Delivery of Municipal Services in Benin

This paper proposes to help identify desirable HRM practices that municipalities should pursue in order to create and maintain a high level of employee engagement and citizenship behaviors necessary to provide quality service to users. To achieve this objective, we used a qualitative method with a comprehensive focus based on an interpretivist position. This method is based on semi-directive interviews with 20 employees of the municipality of Cotonou. The data collected was processed through a thematic content analysis. Our results show that employees believe that there is political interference in HRM practices and consider HRM practices to be largely unfair. Thus, the results of this research have allowed us to enrich our understanding of the impacts of HRM practices on municipal service delivery in Benin. Key words: HRM practices, service quality, employees, users, municipalities

Autorentext

Daniel Zinsou Daniel, estudiante de doctorado en ciencias de la gestión en la Universidad Cheikh Anta Diop de Dakar, experto en democracia y gobernanza, consultor en finanzas, control de gestión, gestión de proyectos, espíritu empresarial y desarrollo local. Profesor en universidades privadas e instructor en la FASEG de la Universidad de Abomey-Calavi.