What is it: A neat build on ‘expectation disconfirmation theory’ (ED), this is about managing expectations and the inherent tension that exists between setting a low expectation (which can be uninteresting) and a high one (which leads to great hopes).Clearly a high initial expectation creates greater opportunity for failure and a low initial expectation creates the potential for a delighted outcome – assuming one ever gets the chance to prove it.
Why is it cool: Though interesting in the context it is presented, ED theory should be considered the foundation for any service organisation.
Where to find it: here!
Submitted by: David Tunnicliffe
If we think of humanity as a kind of holistic organic melange of experience an ideas, this is a great way to draw on the powers of the collective brain.
