The Expectation Gap is the space between what an organization claims it will do for the employee and what the employee expects will happen. The less clear the communication channels, the more likely that gap will be filled with static, garbled messages, and broken promises. The result: resentment and disengagement.
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Expectation Symmetry gauges how closely the expectations an organization creates for its employees match what the employees expect to happen. The greater the symmetry, the higher the level of trust. And the more the employees trust that their employer has their backs, respects them, and keeps its promises, the more they will take the risk of becoming fully invested and engaged, transforming the customer experience with their delight and enthusiasm.
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