Breaking Mediocrity and Complacency in Bureaucratic Service Cultures: How to Close the Performance Gap by Transforming Expectations |
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| Abstract: | Bureaucratic government and corporate‐services entities are plagued by an organizational inertia of complacency and mediocrity. The principal cause is a reversal of the Pygmalion effect in managers’ expectations of their employees: the giving off of facial, verbal, and nonverbal signals—or covert communication of tacit expectations—indicating that unexceptional employee performance is what they expect. A department‐level solution is proposed that converts managers’ expectations into a Pygmalion‐like resolution—namely, how to engage employees in adopting exceptional performance. |
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