Performance Journey Mapping: Insights from a Methodological Triangulation

  • Angelika Höber CAMPUS 02 University of Applied Sciences Graz, Austria
  • Doris Weitlaner CAMPUS 02 University of Applied Sciences Graz, Austria
  • Elisabeth Pergler CAMPUS 02 University of Applied Sciences Graz, Austria
Keywords: performance measurement, service performance assessment, evaluation, methodological triangulation, service engineering

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.

Author Biographies

Angelika Höber, CAMPUS 02 University of Applied Sciences Graz, Austria

Information Technologies & Business Informatics

Research Assistant

Doris Weitlaner, CAMPUS 02 University of Applied Sciences Graz, Austria

Information Technologies & Business Informatics

Research and Teaching Assistant

Elisabeth Pergler, CAMPUS 02 University of Applied Sciences Graz, Austria

Information Technologies & Business Informatics

Faculty member and research scientist

Published
2016-06-16
Section
Articles