In the service industry, success often favours those who deliver higher performance and value in the eyes of their partners and end-customers.
The performance of the delivered service, however, may not always meet the expectations of the buyer, or the service quality may be evaluated differently by the supply chain partners, leading to a performance shortfall in both cases.
A perception gap refers to differences in perception among stakeholders regarding any aspect of the supply chain relationship. As a unique contribution to the literature, this study is the first to answer these questions by offering a novel integrative framework that provides specific steps for computing perception gaps and performance gaps, together with the associations between them.