TY - JOUR
T1 - Mind the Gap
T2 - Towards Performance Measurement Beyond a Plan-execute Logic
AU - Maylor, Harvey
AU - Geraldi, Joana
AU - Budzier, Alexander
AU - Turner, Neil
AU - Johnson, Mark
PY - 2023/5
Y1 - 2023/5
N2 - Project performance measurement aims to identify deviations from intended goals and reduce ‘the gap’ between actual and expected performance. However, despite extensive measurement and control efforts, the gap is hard to close and, intriguingly, not necessarily related to the project's perceived performance, which is what will ultimately influence a stakeholder's satisfaction. Based on service quality research, this study explores the differences between perception and expectations of performance. Our mixed method study involving eighteen interviews and 85 survey responses in an IT-enabled change context shows that expectations and perceptions are fundamentally different concepts. As they are different, managing the gap between expectations and perceptions may be a nugatory task. The paper expands the literature on project performance measurement by questioning its foundations and offering a first step towards developing a more dynamic and subjective understanding of project performance that is consistent with a project's evolving nature.
AB - Project performance measurement aims to identify deviations from intended goals and reduce ‘the gap’ between actual and expected performance. However, despite extensive measurement and control efforts, the gap is hard to close and, intriguingly, not necessarily related to the project's perceived performance, which is what will ultimately influence a stakeholder's satisfaction. Based on service quality research, this study explores the differences between perception and expectations of performance. Our mixed method study involving eighteen interviews and 85 survey responses in an IT-enabled change context shows that expectations and perceptions are fundamentally different concepts. As they are different, managing the gap between expectations and perceptions may be a nugatory task. The paper expands the literature on project performance measurement by questioning its foundations and offering a first step towards developing a more dynamic and subjective understanding of project performance that is consistent with a project's evolving nature.
KW - Project success
KW - Transformation projects
KW - Performance
KW - SERVQUAL
KW - Project performance measurement
KW - Subjective performance
KW - Project success
KW - Transformation projects
KW - Performance
KW - SERVQUAL
KW - Project performance measurement
KW - Subjective performance
U2 - 10.1016/j.ijproman.2023.102467
DO - 10.1016/j.ijproman.2023.102467
M3 - Journal article
SN - 0263-7863
VL - 41
JO - International Journal of Project Management
JF - International Journal of Project Management
IS - 4
M1 - 102467
ER -