Zinsou Daniel Nakou

HRM and Delivery of Municipal Services in Benin Zinsou Daniel Nakou

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