{"id":"https://openalex.org/W215908373","doi":null,"title":"Performance Journey Mapping: A Tool-supported Framework for Service Performance Assessment in SMEs","display_name":"Performance Journey Mapping: A Tool-supported Framework for Service Performance Assessment in SMEs","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W215908373","mag":"215908373"},"language":"en","primary_location":{"id":"pmh:oai:aisel.aisnet.org:isd2014-1058","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/isd2014/proceedings/ReshapingOrganisations/5","pdf_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1058&context=isd2014","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"International Conference on Information Systems Development (ISD)","raw_type":"text"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1058&context=isd2014","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5055537439","display_name":"Elisabeth Pergler","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Elisabeth Pergler","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5004084728","display_name":"Angelika H\u00f6ber","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Angelika H\u00f6ber","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063112038","display_name":"Doris Weitlaner","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Doris Weitlaner","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5026856498","display_name":"Hans\u2010Peter Grahsl","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Hans\u2010Peter Grahsl","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5018805024","display_name":"Christoph Ehrenh\u00f6fer","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Christoph Ehrenh\u00f6fer","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.8556,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":{"value":0.68087393,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":93,"max":96},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.8788999915122986,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.8788999915122986,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.03700000047683716,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.03229999914765358,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-performance-assessment","display_name":"service performance assessment","score":0.9779999852180481},{"id":"https://openalex.org/keywords/small-and-medium-sized-enterprises","display_name":"small and medium-sized enterprises","score":0.9390000104904175},{"id":"https://openalex.org/keywords/performance-index","display_name":"performance index","score":0.8479999899864197},{"id":"https://openalex.org/keywords/key-performance-indicators","display_name":"key performance indicators","score":0.9879999756813049},{"id":"https://openalex.org/keywords/goal-setting-theory","display_name":"goal setting theory","score":0.925000011920929},{"id":"https://openalex.org/keywords/itil","display_name":"ITIL","score":0.9679999947547913},{"id":"https://openalex.org/keywords/service-design","display_name":"service design","score":0.8109999895095825},{"id":"https://openalex.org/keywords/visual-tools","display_name":"visual tools","score":0.6859999895095825},{"id":"https://openalex.org/keywords/service-management","display_name":"service management","score":0.6359999775886536}],"concepts":[{"id":"https://openalex.org/C199004533","wikidata":"https://www.wikidata.org/wiki/Q210127","display_name":"Balanced scorecard","level":2,"score":0.8819045424461365},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6489018797874451},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5773061513900757},{"id":"https://openalex.org/C135510737","wikidata":"https://www.wikidata.org/wiki/Q860554","display_name":"Performance indicator","level":2,"score":0.5490421056747437},{"id":"https://openalex.org/C141571065","wikidata":"https://www.wikidata.org/wiki/Q1771949","display_name":"Performance measurement","level":2,"score":0.5230094790458679},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5198338627815247},{"id":"https://openalex.org/C136708423","wikidata":"https://www.wikidata.org/wiki/Q2940537","display_name":"Strategy map","level":3,"score":0.518872082233429},{"id":"https://openalex.org/C12532035","wikidata":"https://www.wikidata.org/wiki/Q1399956","display_name":"Performance management","level":2,"score":0.5065494775772095},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4758448600769043},{"id":"https://openalex.org/C2777382242","wikidata":"https://www.wikidata.org/wiki/Q6017816","display_name":"Index (typography)","level":2,"score":0.4692497253417969},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.44715309143066406},{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.42528772354125977},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3870324492454529},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.34887823462486267},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.3314797878265381},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.24221211671829224},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.20024776458740234},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.09167802333831787},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.07320335507392883},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.0},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:aisel.aisnet.org:isd2014-1058","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/isd2014/proceedings/ReshapingOrganisations/5","pdf_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1058&context=isd2014","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"International Conference on Information Systems Development (ISD)","raw_type":"text"},{"id":"mag:215908373","doi":null,"is_oa":false,"landing_page_url":"https://aisel.aisnet.org/isd2014/proceedings/ReshapingOrganisations/5","pdf_url":null,"source":{"id":"https://openalex.org/S4306514457","display_name":"ISD","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"ISD","raw_type":null}],"best_oa_location":{"id":"pmh:oai:aisel.aisnet.org:isd2014-1058","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/isd2014/proceedings/ReshapingOrganisations/5","pdf_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1058&context=isd2014","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"International Conference on Information Systems Development (ISD)","raw_type":"text"},"sustainable_development_goals":[{"score":0.5378999710083008,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W215908373.pdf","grobid_xml":"https://content.openalex.org/works/W215908373.grobid-xml"},"referenced_works_count":25,"referenced_works":["https://openalex.org/W17805075","https://openalex.org/W92752046","https://openalex.org/W1482047743","https://openalex.org/W1596432671","https://openalex.org/W1689771227","https://openalex.org/W1791587663","https://openalex.org/W1988229579","https://openalex.org/W1991697830","https://openalex.org/W1996630988","https://openalex.org/W2012806630","https://openalex.org/W2028809046","https://openalex.org/W2055192033","https://openalex.org/W2079168998","https://openalex.org/W2086941263","https://openalex.org/W2095516943","https://openalex.org/W2126840412","https://openalex.org/W2135526934","https://openalex.org/W2136451344","https://openalex.org/W2163882273","https://openalex.org/W2316110746","https://openalex.org/W2954876078","https://openalex.org/W2973846153","https://openalex.org/W3151727758","https://openalex.org/W3155475670","https://openalex.org/W4237356565"],"related_works":["https://openalex.org/W2429209765","https://openalex.org/W2242936858","https://openalex.org/W2068205627","https://openalex.org/W2001470155","https://openalex.org/W2607633055","https://openalex.org/W7043329643","https://openalex.org/W4225619326","https://openalex.org/W3047783306","https://openalex.org/W3081173666","https://openalex.org/W2487015880"],"abstract_inverted_index":{"This":[0],"paper":[1,95],"introduces":[2],"performance":[3,9,27,33,43,48],"journey":[4,28],"mapping":[5],"as":[6,19,21],"a":[7,38,46,111],"service":[8,73,78],"assessment":[10],"framework":[11,53,105],"for":[12,90,103],"small":[13],"and":[14,31,68,88],"medium":[15],"sized":[16],"enterprises":[17],"(SMEs)":[18],"well":[20],"its":[22],"corresponding":[23],"tools":[24],"\u2013":[25],"the":[26,32,42,58,77,91,100,104],"map":[29],"(PJM)":[30],"index.":[34],"The":[35,52,94],"PJM":[36],"is":[37,54],"visual":[39,92],"tool":[40],"whereas":[41],"index":[44],"represents":[45],"key":[47],"indicator":[49],"(KPI)":[50],"pool.":[51],"developed":[55],"by":[56],"connecting":[57],"specific":[59],"characteristics":[60],"of":[61],"SMEs":[62],"to":[63],"contributions":[64],"from":[65,72],"goal-setting":[66],"theory":[67],"involves":[69],"adapted":[70,87],"components":[71],"management":[74],"research,":[75],"e.g.":[76],"strategy":[79],"scorecard,":[80],"ITIL,":[81],"etc.":[82],"Service":[83],"design":[84,102],"methods":[85],"are":[86],"applied":[89],"components.":[93],"provides":[96],"an":[97],"outlook":[98],"on":[99,107],"evaluation":[101],"based":[106],"method":[108],"triangulation":[109],"in":[110],"case":[112],"study":[113],"setting.":[114]},"counts_by_year":[{"year":2016,"cited_by_count":2}],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2016-06-24T00:00:00"}