Mind the gap: Towards performance measurement beyond a plan-execute logic

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dc.contributor.authorMaylor, Harvey
dc.contributor.authorGeraldi, Joana
dc.contributor.authorBudzier, Alexander
dc.contributor.authorTurner, Neil
dc.contributor.authorJohnson, Mark
dc.date.accessioned2023-05-10T13:14:30Z
dc.date.available2023-05-10T13:14:30Z
dc.date.freetoread2025-05-09
dc.date.issued2023-05-08
dc.description.abstractProject 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.en_UK
dc.identifier.citationMaylor H, Geraldi J, Budzier A, et al., (2023) Mind the gap: Towards performance measurement beyond a plan-execute logic. International Journal of Project Management, Volume 41, Issue 4, May 2023, Article number 102467en_UK
dc.identifier.issn0263-7863
dc.identifier.urihttps://doi.org/10.1016/j.ijproman.2023.102467
dc.identifier.urihttps://dspace.lib.cranfield.ac.uk/handle/1826/19623
dc.language.isoenen_UK
dc.publisherElsevieren_UK
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectProject successen_UK
dc.subjecttransformation projectsen_UK
dc.subjectperformanceen_UK
dc.subjectSERVQUALen_UK
dc.subjectproject performance measurementen_UK
dc.subjectsubjective performanceen_UK
dc.titleMind the gap: Towards performance measurement beyond a plan-execute logicen_UK
dc.typeArticleen_UK

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