Stakeholders' Expectations on Health Services: In Search of an Assessment Model of Performance

In: International journal of public and private healthcare management and economics: IJPPHME ; an official publication of the Information Resources Management Association, Band 1, Heft 1, S. 1-15

Abstract

Performance assessment in profit and not-for-profit organizations has been on the agenda for scholars and practitioners for the last thirty years or so. Despite this effort, a comprehensive model of organizational performance for all kinds of organizations does not exist. This paper aims to contribute to this field by presenting findings from a constructive and interpretative investigation carried out in public organizations at the local level. This research aims to identify the dimensions of performance that addresses stakeholder interests in public organizational performance. To this end, data was collected by semi structured interviews and analyzed using content analysis. The theoretical framework is based on resource dependence, institutional theory, agency theory, and social network theory. Evidence from the investigation indicates that stakeholders assess public service performance on criteria of efficiency, effectiveness, and equity. This paper provides practical and theoretical contributions by suggesting ways of assessing performance in public organizations, which can contribute to strategic planning by setting milestones related to stakeholder expectations and by defining the dimensions of stakeholders' assessments of the performance of public service organizations.