Using the ‘Expectancy-Disconfirmation Model of Satisfaction’ For Your Career

Churchill and Surprenant proposed that satisfaction is a function of the discrepancy between expectations and performance. The specific model they introduced is often cited as the "Expectancy-Disconfirmation Model of Satisfaction."

According to this model, satisfaction is determined by the extent to which the actual performance of a product or service exceeds or falls short of the consumer's prior expectations. This disconfirmation, whether positive or negative, influences the overall satisfaction level experienced by the individual.

Now, consider your work a service that you (an entrepreneur) provides.

How would you know if you are exceeding expectations?

On paper you were hired by a company, but the company as a whole is not going to judge your performance. It is usually a small subset of people. Your Stakeholders.

A large part of your performance assessment will come from your immediate supervisor. Some from your peers and maybe even other departments that you interact with or support (internal customers).

🌱 Here is a simple formula to understand your boss’ expectation of you.

Ask your boss:

1. What do you expect from me in my role?

2. Is there anything specific you look for in terms of performance or attitude?

3. Is there anything else I can do to exceed your expectations?

That’s it. Start with those.

Of course, this is simplistic. It assumes you have a boss that would take the time and effort required to guide you and more importantly, know what it is that they expect. But before you write your boss off, try it once? You maybe surprised by the warm & candid response. Very few have ever bothered to even ask this, you see. Not very many bosses have had these conversations, so just the fact you ask may set you apart.

Here is an example of a conversation:

Waiter (W): Good morning, [Boss's Name]. Do you have a moment to chat?

Boss (B): Of course, [Waiter's Name]. What's on your mind?

W: I wanted to touch base about my role as a waiter. I really enjoy working here and want to make sure I'm meeting your expectations.

B: I appreciate your initiative. What specifically would you like to discuss?

W: Well, I want to know what you expect from me in my role. Are there any particular tasks or responsibilities you prioritize?

B: As a waiter, your main responsibilities include providing excellent customer service, taking orders accurately, delivering food promptly, and ensuring guests have a positive dining experience.

W: Got it. Is there anything specific you look for in terms of performance or attitude?

B: Yes, I expect professionalism, friendliness, and attention to detail when interacting with guests. It's important to be proactive in anticipating their needs and providing exceptional service.

W: Thank you for clarifying. I'll make sure to focus on those areas. Is there anything else I can do to exceed your expectations?

B: One way you can exceed expectations is by going above and beyond to personalize the dining experience for our guests. This could include remembering their preferences, offering menu recommendations, or addressing any concerns promptly and professionally.

W: That makes sense. I'll definitely keep that in mind. Thank you for your guidance, [Boss's Name].

B: You're welcome, [Waiter's Name]. I appreciate your dedication and willingness to improve. If you have any more questions or need further assistance, feel free to ask.

W: Will do. Thanks again.

🤔 If you lead a team, maybe you can do this with your team. Call each one individually and tell them what you expect, and more importantly, what they can do to exceed your expectations.

🔥 You can make this awesome by asking the same question to your other stakeholders - other departments, people who liaise with, suppliers and more.

🛑 Important to remember that the tone and body language should be open and receiving. The words ‘What do you expect from me?’, said in the wrong tone (anger, despondence) could mean a whole lot different.

There you go. Using the "Expectancy-Disconfirmation Model of Satisfaction." for your career!

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