{"title":"Performance Journey Mapping: Insights from a Methodological Triangulation","authors":"Angelika Höber, D. Weitlaner, Elisabeth Pergler","doi":"10.31341/JIOS.40.1.3","DOIUrl":null,"url":null,"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.","PeriodicalId":43428,"journal":{"name":"Journal of Information and Organizational Sciences","volume":"41 1","pages":"45-65"},"PeriodicalIF":0.3000,"publicationDate":"2016-06-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.31341/JIOS.40.1.3","citationCount":"5","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Information and Organizational Sciences","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.31341/JIOS.40.1.3","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"COMPUTER SCIENCE, INTERDISCIPLINARY APPLICATIONS","Score":null,"Total":0}
引用次数: 5
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.
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