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Full Length Research Paper
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Understanding
the impact of human resource management practices on
municipal service delivery in South Africa: An
organizational justice approach
Dennis Yao Dzansi* and Lineo Winifred
Dzansi
School of Entrepreneurship and Business Development, Faculty
of management Sciences, Central University Technology, Free
State, Bloemfontein, South Africa.
*Corresponding author. E-mail:
ddzansi@cut.ac.za.
Tel: (27) 0836042292.
Accepted 22 April, 2010 |
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Abstract |
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Municipal service delivery is a major concern in South Africa.
Proper management of employees is crucial for service
organisations like municipalities precisely because employees
interface directly with customers who make evaluative judgement
of the quality of service delivered by employees. Therefore, it
is extremely important for municipalities to comprehend specific
organisational factors that influence employee attitudes and
behaviours that may in turn influence how customers evaluate
service quality. Drawing on organisational justice and other
management theories, we present a model and a set of hypotheses
regarding the relationships among political interference,
employee justice perceptions of HRM practices, employee
commitment and citizenship behaviour, and service quality of
South African Municipalities. The aim is to assist in
identifying desirable HRM practices that municipalities should
seek and engage in and undesirable ones to avoid in order to
create and maintain high levels of employee commitment and
citizenship behaviour necessary for delivering quality service
to communities. The paper is “theoretical” but has practical
applications for practitioners, researchers, and policy makers.
It extends the literature on service delivery to include justice
theory perspective.
Key words:
Organisational justice, employee fairness perception,
organisational citizenship behaviour, South African
municipalities. |
