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Assessing Multidimensional Approaches to Measure Program Outcomes in Human Service Organizations

Published online by Cambridge University Press:  01 January 2026

Katrina Miller-StevensOpen the ORCID record for Katrina Miller-Stevens[Opens in a new window],
Zachariah Benevento-Zahner,
Gabrielle L’Esperance and
Jennifer A. Taylor
Katrina Miller-Stevens*
Affiliation:
Economics and Business Department, Colorado College, 14 E. Cache La Poudre St, Colorado Springs, CO 80903, USA
Zachariah Benevento-Zahner*
Affiliation:
Economics and Business Department, Colorado College, 14 E. Cache La Poudre St, Colorado Springs, CO 80903, USA
Gabrielle L’Esperance*
Affiliation:
College of Public Affairs and Community Service, University of Nebraska at Omaha, 8013 Newport Ave, Omaha, NE 68122, USA
Jennifer A. Taylor*
Affiliation:
Department of Political Science, School of International and Public Affairs, James Madison University, 91 E. Grace St., MSC 7705, Harrisonburg, VA 22807, USA
*
katrina.millerstevens@coloradocollege.edu
z_beneventozahner@coloradocollege.edu
gehenderson@unomaha.edu
Taylo2ja@jmu.edu
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Abstract

This study explores scholars’ approaches to measure performance in nonprofit human service organizations. While acknowledging that each human service organization’s unique mission makes it challenging to create a generalizable model across all nonprofit human service organizations, we propose three multidimensional frameworks for performance measurement derived from survey and qualitative data of organizations in this subsector. The frameworks will help researchers and practitioners rethink, adapt to, and reflect on the implications of their current methods of program performance measurement. While contributing to the academic discussion on the measurements used to evaluate human service organizations’ program performance, our research also offers important insights for researchers, managers, marketers, board members, and funders to use moving forward.

Keywords

Multidimensional frameworksPerformance modelsHuman service organizationsPerformance measurementProgram performance

Information

Type
Research Papers
Information
Voluntas: International Journal of Voluntary and Nonprofit Organizations , Volume 33 , Issue 6 , December 2022, pp. 1211 - 1218
Copyright
Copyright © International Society for Third-Sector Research 2021

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