ResearchBib Share Your Research, Maximize Your Social Impacts
Sign for Notice Everyday Sign up >> Login

Performance Journey Mapping: Insights from a Methodological Triangulation

Journal: Journal of Information and Organizational Sciences (JIOS) (Vol.40, No. 1)

Publication Date:

Authors : ; ; ;

Page : 45-65

Keywords : performance measurement; service performance assessment; evaluation; methodological triangulation; service engineering;

Source : Downloadexternal Find it from : Google Scholarexternal


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.

Last modified: 2020-03-26 19:14:59