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Performance evaluation in humanitarian operations based on the beneficiary perspective

Brenda Cardoso (Industrial Engineering Department, Pontifical Catholic University of Rio de Janeiro, Rio de Janeiro, Brazil)
Tharcisio Fontainha (Production Engineering Program, Universidade Federal do Rio de Janeiro, Rio de Janeiro, Brazil)
Adriana Leiras (Industrial Engineering Department, Pontifical Catholic University of Rio de Janeiro, Rio de Janeiro, Brazil)
Patricia Alcantara Cardoso (Industrial Engineering Department, Federal University of Espírito Santo, Vitoria, Brazil)

International Journal of Productivity and Performance Management

ISSN: 1741-0401

Article publication date: 14 June 2021

240

Abstract

Purpose

This paper aims to identify the main performance criteria for Humanitarian Operations (HOs) from the beneficiary perspective and to propose a taxonomy to support the evaluation of stakeholders.

Design/methodology/approach

The research conducts a Systematic Literature Review to identify the main criteria in HOs from the beneficiary's view. Also, we conduct an empirical study based on a survey and a case study to validate the findings in a real-life setting.

Findings

Considering 25 papers, the identified performance criteria were divided into six categories: health, housing, education, socioeconomic factors, care and risk and disaster management. The empirical discussion considered forty-four responses from beneficiaries, and the main criteria complained about were related to socioeconomic factors. In addition, a case study was developed that examines the perspective of the company responsible for the construction of the building to aid in understanding the areas of dissatisfaction noted by the residents.

Practical implications

The research contributes organized criteria to support the performance evaluation of organizations. It offers a structured basis for further discussion among academics and professionals about other performance evaluation topics, such as dashboards and the integration of indicators from different stakeholders.

Originality/value

Literature is scarce in questions of performance evaluation in HOs and the analysis of the beneficiary as the main client. Therefore, the paper contributes to both areas by evaluating HOs from the beneficiary's perspective.

Keywords

Acknowledgements

The National Council for Scientific and Technological Development (CNPq) [308084/2019-5]; Coordination for the Improvement of Higher Education Personnel (CAPES) [Finance Code 001].

Citation

Cardoso, B., Fontainha, T., Leiras, A. and Cardoso, P.A. (2021), "Performance evaluation in humanitarian operations based on the beneficiary perspective", International Journal of Productivity and Performance Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJPPM-06-2020-0295

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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