Satisfaction And Contribution Of Stakeholders From The Performance Prism Model

ABSTRACT In the process of performance evaluation it is essential to define the needs, capacities and contributions of stakeholders. The objective of this paper is to analyze the perception of managers of Micro, Small and Medium Enterprises (MSMEs) in relation to the Satisfaction and Contribution of Stakeholders to organizational performance. The research was conducted with 7 MSMEs. The results from the interviews showed that (i) there is a broader understanding of who are the most important stakeholders, opposing the view of the owners and customers and (ii) the contribution of stakeholders expected by the business is more subjective, considering the continuity of the relationship with the parties and a delivery of superior value. Finally, the results provided the basis for the proposition of new dimension called Expectations of Continuity and Partnership as an element to assess stakeholder contribution.

摘要：在绩效评估流程中，明确利益相关者（stakeholder）的需求、能力与贡献至关重要。本研究旨在分析微型、小型和中型企业（Micro, Small and Medium Enterprises，MSMEs）管理者对利益相关者满意度及其对组织绩效贡献的认知情况。本次研究共纳入7家微型、小型和中型企业进行调研。访谈结果表明：其一，当前对核心利益相关者范畴的认知更为宽泛，打破了仅将企业所有者与客户视为核心的传统视角；其二，企业对利益相关者贡献的预期更具主观性，需结合双方关系的持续性与卓越价值交付两个维度进行考量。最后，本研究结果为提出"持续与伙伴关系期望"这一新维度作为评估利益相关者贡献的要素提供了实证依据。