förväntningsgap

Förväntningsgap is a Swedish term that translates to "expectation gap." It refers to the discrepancy between what a person or group expects and what is actually experienced or delivered. This gap can arise in various contexts, including customer service, product quality, employment, and even personal relationships.

In customer service, a förväntningsgap occurs when a customer's perception of the service received does not align with their initial expectations. This can lead to dissatisfaction, negative reviews, and a loss of loyalty. For example, a customer might expect a quick resolution to a problem, but if the service representative takes a long time to respond or fails to solve the issue, a förväntningsgap is created.

In the workplace, employees may experience a förväntningsgap if the reality of a job differs from what was promised during the recruitment process. This could involve discrepancies in job duties, workload, company culture, or career progression opportunities. Such gaps can result in decreased job satisfaction, burnout, and higher employee turnover.

Similarly, in product development and marketing, a förväntningsgap can emerge if a product's performance or features do not meet the expectations set by advertising or product descriptions. This can lead to customer complaints, product returns, and damage to a brand's reputation. Managing and minimizing förväntningsgap is crucial for maintaining satisfaction and trust in any interaction or relationship.