Using the ‘Expectancy-Disconfirmation Model of Satisfaction’ For Your Career
Eclat Hospitality
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Edition 11 of the Eclat Weekly Newsletter
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:
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?
?? 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!
p.s. Is this newsletter meeting your expectations? Do let us know.
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