What is it about?
Service companies can improve performance through closing perception gaps to perfection. They can identify and resolve the differences in perceptions regarding the importance of the KPIs (key performance indicators), by methodologically computing the perception and performance gaps and tracking them as meta-KPIs.
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Why is it important?
The study extends the theoretical boundary of supply chain performance management by introducing the perception and performance gaps as novel meta-KPIs. These meta-KPIs can be computed through the integrative framework developed in the study.
Perspectives
Companies who traditionally measure performance through operational KPI can improve those KPI through KPI that measure perception and performance gaps.
Gurdal Ertek
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This page is a summary of: Mind the perception gap, International Journal of Physical Distribution, November 2018, Emerald,
DOI: 10.1108/ijpdlm-09-2017-0302.
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