A model of the perception gap between different actors

Abstract

Purpose

The purpose of this article is to propose a model that describes and categorizes the perception gap between different persons and groups/stakeholders.

Design/methodology/approach

Based on the concept of mutual beliefs and a theory of expectation, a model of the perception gap between different actors is deductively constructed along with the formulation of model components. Several theoretical and practical implications of the model are presented. Using a case-study approach, the applicability and partial validity of the proposal is shown.

Findings

The model provides a detailed description and categorization of the perception gap between different actors. A model-based method could describe and identify the different types of perception gap between different actors.

Originality/value

This study contributes to the better understanding of inter- and intra-personal perception gap and provides a basis for future theoretical and empirical research about perception gap between different actors under various contexts.

Citation

Kanno, T., Furuta, K. and Chou, T.-H. (2013), "A model of the perception gap between different actors", International Journal of Quality and Service Sciences, Vol. 5 No. 4, pp. 382-394. https://doi.org/10.1108/IJQSS-08-2012-0009