Review article
https://doi.org/10.31341/jios.40.1.3
Performance Journey Mapping: Insights from a Methodological Triangulation
Angelika Höber
; Information Technologies & Business Informatics, CAMPUS 02 University of Applied Sciences, Graz, Austria
Doris Weitlaner
; Information Technologies & Business Informatics, CAMPUS 02 University of Applied Sciences, Graz, Austria
Elisabeth Pergler
; Information Technologies & Business Informatics, CAMPUS 02 University of Applied Sciences, Graz, Austria
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.
Keywords
performance measurement; service performance assessment; evaluation; methodological triangulation; service engineering
Hrčak ID:
160003
URI
Publication date:
16.6.2016.
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