Performance evaluation in humanitarian operations based on the beneficiary perspective

Abstract

PurposeThis 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/approachThe 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.FindingsConsidering 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 implicationsThe 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/valueLiterature 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.

Maturity model for evaluating disaster and humanitarian operations

“…In addition, other SLR in the DHO area used these bases (Fontainha et al. , 2020; Cardoso et al. , 2021), and according to Seth et al.…”

“…In this step, the current research adopts the Scopus and Web of Science (WoS) databases, as they have the widest coverage of the engineering literature, according to Mongeon and Paul-Hus (2016). In addition, other SLR in the DHO area used these bases (Fontainha et al, 2020;Cardoso et al, 2021), and according to Seth et al (2020) and Ruparel et al (2020), their combination ensures the selection of relevant documents. The search considers the following string in the search of titles, abstracts and keywords, with no restriction on the date of publication: (humanitarian OR relief OR crisis OR emergency OR disaster OR resilience) AND ("maturity model").…”

Value co-creation in humanitarian service triads: service provision for beneficiaries

“…This increases the beneficiaries' motivation to participate, and thereby deliver an effective longterm service. In short, beneficiaries are becoming an active component in VCC, not merely recipients of the service (Haavisto and Goentzel, 2015;Cardoso et al, 2021;Pillitteri et al, 2021). In the light of this information, following proposition is offered:…”

Can intercluster coordination mediate the relationship between supply chain flexibility and humanitarian supply chain performance?

“…Again, after the Coronavirus crisis, donors have consistently demanded more transparency and accountability from humanitarian institutions (Cardoso et al , 2021). HOs are greatly scrutinized to ensure efficient and effective spending behaviour.…”