Performance Journey Mapping: Insights from a Methodological Triangulation
Performance Journey Mapping: Insights from a Methodological Triangulation
Author(s): Angelika Höber, Doris Weitlaner, Elisabeth PerglerSubject(s): ICT Information and Communications Technologies
Published by: Fakultet organizacije i informatike, Sveučilište u Zagrebu
Keywords: performance measurement; service performance assessment; evaluation; methodological triangulation; service engineering;
Summary/Abstract: This paper presents the results of an evaluation of the Performance Journey Mapping (PJM) framework. PJM is a service performance assessment concept with accompanying tools tailored to the specific performance measurement needs of small and medium-sized service providers. The initial evaluation of PJM was performed from three different perspectives. The underlying evaluation framework applied methodological triangulation in order to (i) ensure valid and reliable results and to (ii) evaluate both the framework’s results and its process. Quantitative results were supplemented with insights gained through participant observation.
Journal: Journal of Information and Organizational Sciences
- Issue Year: 40/2016
- Issue No: 1
- Page Range: 45-65
- Page Count: 21
- Language: English
