{"id":98,"date":"2019-01-01T10:00:17","date_gmt":"2019-01-01T10:00:17","guid":{"rendered":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/?p=98"},"modified":"2022-04-11T21:29:39","modified_gmt":"2022-04-11T21:29:39","slug":"mind-the-perception-gap-an-integrative-performance-management-framework-for-service-supply-chains","status":"publish","type":"post","link":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/mind-the-perception-gap-an-integrative-performance-management-framework-for-service-supply-chains\/","title":{"rendered":"Mind the Perception Gap: An Integrative Performance Management Framework for Service Supply Chains"},"content":{"rendered":"

Download the full published paper<\/strong> from Emerald.<\/a><\/p>\n

Download the abstract & developed framework<\/strong> as pdf<\/a>.<\/p>\n

Visit the website<\/strong><\/a> or the Research Gate page<\/strong><\/a> of the paper.<\/p>\n

Purpose<\/strong> \u2013 A perception gap refers to the differences in perception among the stakeholders regarding any aspect of the supply chain relationship. This paper investigates the perception gap among service supply chain partners relating to the relative importance of key performance indicators (KPIs) and the association of this gap with service performance.<\/p>\n

Design\/methodology\/approach <\/strong>\u2013 This paper presents an integrative framework that combines statistical methods and data envelopment analysis (DEA) for computing perception and performance gaps, and for identifying the association between the gaps. The study follows a Middle-range theorizing (MRT) research approach where general inferences are induced from instances, and a theory can be developed from the observation of empirical reality.<\/p>\n

Findings <\/strong>\u2013 Analysis of data from a leading global insurance service supply chain suggests that perception gap exists and can be recognized as a factor associated with performance gaps. The results suggest that the perception gap not only affects performance but can also be tracked as a meta-KPI to improve performance throughout the service supply chain.<\/p>\n

Implications <\/strong>\u2013 The key implication of the presented research is that service companies can identify and resolve the differences in perceptions regarding the importance of the KPIs, by methodologically computing the gaps and tracking them as meta-KPIs.<\/p>\n

Originality\/value <\/strong>\u2013 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.<\/p>\n

Keywords<\/strong> Perception gap, Key performance indicators (KPI), Integrative performance management, Data envelopment analysis (DEA), Service supply chain, Middle-range theorizing (MRT).<\/p>\n

Please cite this paper as follows (click to download from Emerald)<\/strong><\/a>:<\/p>\n

Lu, D., Asian, S., Ertek, G., & Sevinc, M. (2019). Mind the perception gap: An integrative performance management framework for service supply chains. International Journal of Physical Distribution & Logistics Management, 49(1), 33-51.<\/a><\/p>\n

Download the full published paper<\/strong> from Emerald.<\/a><\/p>\n

Download the abstract & developed framework<\/strong> as pdf<\/a>.<\/p>\n

Visit the website<\/strong><\/a> or the Research Gate page<\/strong><\/a> of the paper.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Download the full published paper from Emerald. Download the abstract & developed framework as pdf. Visit the website or the Research Gate page of the paper. Purpose \u2013 A perception gap refers to the differences in perception among the stakeholders regarding any aspect of the supply chain relationship. This paper investigates the perception gap among […]<\/p>\n","protected":false},"author":1,"featured_media":99,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[1],"tags":[8,7],"class_list":["post-98","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-integrative-performance-management","tag-supply-chains"],"_links":{"self":[{"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/posts\/98","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/comments?post=98"}],"version-history":[{"count":1,"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/posts\/98\/revisions"}],"predecessor-version":[{"id":100,"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/posts\/98\/revisions\/100"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/media\/99"}],"wp:attachment":[{"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/media?parent=98"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/categories?post=98"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ertekprojects.com\/gurdal-ertek-publications\/wp-json\/wp\/v2\/tags?post=98"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}