ACCUEIL DES USAGERS DANS LA FONCTION PUBLIQUE AFRICAINE: UN ESSAI DE MODELISATION PAR LE RESPECT ET L’EMPATHIE POUR L’EFFICACITE PUBLIQUE EN CONTEXTE CAMEROUNAIS
RECEPTION OF USERS IN THE OFFICE AFRICAN PUBLIC: A MODELING TEST RESPECT AND EMPATHY FOR EFFICIENCY PUBLIC IN CAMEROON CONTEXT

Summary/Abstract: User Reception is now part of the new language codes for public innovation.The purpose of the article is to examine the contribution of the reception of the users on themanagerial efficiency of the Cameroonian administrations. Our theoretical construct isinspired by both the work of Bitner & Booms (1981), the analytical framework of theMarianne Referential (SGMAP, 2013-2016) and the OQM1 model (Provencher, 2008). Theborrowed methodological framework combines complementary qualitative and quantitativeapproaches. The results reveal that the "Respect" and "Empathy" dimensions modeled inresearch are levers of public efficiency in the Cameroonian sphere. An evaluation of theHome tool is proposed in the search for the optimization of the quality of services inCameroon and more broadly, the African context.

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