The goal model is appropriate for evaluating effectiveness in complex service organizations because there are measurable outputs. An empirical method is provided for the identification and measurement of organizational goals. Perception of effectiveness could be improved if goals were made to coincide with the desires of user groups. (DWH)

The consumer of a service is of primary importance when defining groups most concerned with program impact. Program effectiveness for the consumer may be increased through the use of certain guiding principles based on the extension of existing quality assurance and program evaluation methodologies. (Author/RL)

The eight articles of this issue examine the nature of differences that arise between qualitative and quantitative researchers in program evaluation in terms of goals and epistemologies. The origins of these differences and their consequences are explored. Authors represent both perspectives but do not defend their ideological turfs. (SLD)

Organizational effectiveness is not a clearly defined concept. The author illustrates how the four most widely used models are not uniformly applicable. He states the evaluator must make explicit certain critical choices when measuring effectiveness. These criteria reveal the definition of effectiveness and what is being measured. (DWH)

Seven chapters present 31 propositions challenging traditional ideas about the nature and practice of program evaluation. Methods to improve evaluation models and approaches and ways to address intermediate and advanced evaluation issues are explored. The discussion also serves as an introduction to the most analytical and comprehensive of the…