An examination of the gap between supervisory job expectations and student perceptions of those expectations using the Kano Model of customer satisfaction.(Report)

From: Academy of Educational Leadership Journal | Date: May 1, 2005| Author: Emery, Charles R.; Tolbert, Samuel H.; Barker, Katherine J. | Copyright information

ABSTRACT

A principle complaint of today's supervisors is that graduating seniors do not understand job expectations. This study examines the validity of this argument using the Kano Model of customer satisfaction to clarify and quantify the gap between supervisor job expectations and student perceptions of those expectations. Supervisor and student expectations are examined in terms of "basic needs", "satisfiers", and "delighters" as well as a variety of demographic var...

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