Reidenbach R E, McClung G W
Mark Health Serv. 1999 Spring;19(1):20-9.
The authors question the utility of relying on the conventional wisdom in healthcare that satisfaction is the proper measure of strategic health. They offer four reasons why "stakeholder value" is the more appropriate measure. They present a case of a large midwestern HMO that has evolved to a stakeholder value approach. They demonstrate the linkages among the different components of the Stakeholder Value Information System, how stakeholder assessments of value drive loyalty and other key measures, and how that system can be used to inform strategic and operational decision making.
作者们对医疗保健领域中依赖传统观念（即满意度是衡量战略健康的恰当指标）的效用提出了质疑。他们给出了四个理由，说明为何“利益相关者价值”是更合适的衡量指标。他们列举了一家中西部大型健康维护组织（HMO）的案例，该组织已演变为采用利益相关者价值方法。他们展示了利益相关者价值信息系统不同组成部分之间的联系，利益相关者对价值的评估如何推动忠诚度及其他关键指标，以及该系统如何用于为战略和运营决策提供信息。
