Framework and findings
An integrative approach for computing perception and performance gaps—and identifying the association between them.
Primary publication
Dawei Lu, Sobhan Asian, Gurdal Ertek and Mete Sevinc (2019), International Journal of Physical Distribution & Logistics Management, Vol. 49 Issue 1, pp. 33–51.
View the paperA perception gap refers to differences in perception among stakeholders regarding any aspect of the supply chain relationship. The research investigates the perception gap among service supply chain partners relating to the relative importance of KPIs and its association with service performance.
The research develops an integrative framework that combines statistical methods and data envelopment analysis for computing perception and performance gaps and identifying the association between them. It follows a middle-range theorizing approach in which general inferences are induced from instances and empirical reality.
Analysis of data from a leading global insurance service supply chain suggests that perception gaps exist and can be recognised as a factor associated with performance gaps. Perception gaps not only affect performance; they can also be tracked as a meta-KPI to improve performance throughout the service supply chain.
Service companies can identify and resolve differences in perceptions regarding KPI importance by methodologically computing the gaps and tracking them as meta-KPIs.
The study extends the theoretical boundary of supply chain performance management by introducing perception and performance gaps as novel meta-KPIs that can be computed through the developed integrative framework.
Industry collaboration
Earlier research