Key performance indicators (KPIs)
| KPIs | Type of effect | Items | Description | Relatedcontributions |
|---|---|---|---|---|
| Organizational performance (OP) | Objective and subjective | Four items – (formative construct) | Formative construct, consisting of the four KPIs: time costs, outcome, satisfaction and trust increase | Lim (1995); George et al. (2019); Parhizgari and Gilbert (2004) |
| Time costs (TC) | Objective | The time spent on the service was overall … | Compares the expected time spent with the actual time spent on the service (disconfirmed expectancy) | Lovelock (2001); Tam (2004) |
| Outcome (OC) | Objective | The final outcome of the service was overall … | Compares the expected outcome with the actual outcome of the service (disconfirmed expectancy) | Powpaka (1996); Grönroos (1982); Grönroos (1990) |
| Satisfaction (SF) | Subjective | Carrying out my concern with the service provider was a satisfying experience | Measures the satisfaction of the service recipient with the service provider regarding his/her concern | Lee et al. (2000) |
| Trust increase (TI) | Subjective | The service experience has increased my trust in the service provider | Measures the increase in trust of the service recipient in the service provider based on his/her service experience | Nyhan and Marlowe (1995) |
| KPIs | Type of effect | Items | Description | Relatedcontributions |
|---|---|---|---|---|
| Organizational performance (OP) | Objective and subjective | Four items – (formative construct) | Formative construct, consisting of the four KPIs: time costs, outcome, satisfaction and trust increase | |
| Time costs (TC) | Objective | The time spent on the service was overall … | Compares the expected time spent with the actual time spent on the service (disconfirmed expectancy) | |
| Outcome (OC) | Objective | The final outcome of the service was overall … | Compares the expected outcome with the actual outcome of the service (disconfirmed expectancy) | |
| Satisfaction (SF) | Subjective | Carrying out my concern with the service provider was a satisfying experience | Measures the satisfaction of the service recipient with the service provider regarding his/her concern | |
| Trust increase (TI) | Subjective | The service experience has increased my trust in the service provider | Measures the increase in trust of the service recipient in the service provider based on his/her service experience |
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