Performance Expectations Gap in Public Works Contracts: A Theoretical Review
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Date
2018
Journal Title
Journal ISSN
Volume Title
Publisher
PrAcademics Press
Abstract
Research addressing performance expectations gap in public procurement is sparse. The
studies addressing expectation gaps are predominantly in auditing (see (Adams & Evans, 2004;
Brennan, 2006; Humphrey, Moizer, & Turley, 1993)). Other studies have focused mainly on
customer value (Ancarani, 2009) and service quality (Bolton & Drew, 1991; Cronin, Taylor, &
Taylor, 1992; Parasuraman, Zeithaml, & Berry, 1985; Zeithaml, Berry, & Parasuraman, 1996),
using a marketing lens. We see certain aspects of expectations gap discussed in marketing and
auditing discipline that resemble what is occurring in public procurement today. This study intends
to borrow this concept and use it to investigate and document procurement performance
expectations gap using a theoretical lens, that could explain the performance lapses in public works
contracts with a conceptual model that will later be used to improve the public procurement
performance expectation gaps in DLGs in Uganda.
Description
Keywords
Performance Expectations gap, Procurement performance, Roadworks contracts, Stakeholder, Road user
Citation
Kalinzi, C., Ntayi, J., Muhwezi, M., & Kabagambe, L. (2018). Performance expectations gap in public works contracts: a theoretical review. Advancing Public Procurement: Theories and Practices, 1st ed., PrAcademics Press, Florida, USA, 230-259.