Actual Experience Minus Expectation

There is a theory in Services Marketing that the Satisfaction of a Service customer for any kind of service is given by a formula Perception of Performance- Expectation. If Perception of actual service experience is higher than expectations, the customer is satisfied. Could be true of life as well. Karma with zero expectation would probably sound outrageous to most of us, but isn't that what the famous four lines from the Bhagvad Gita advocate?

But that (lowering of expectations) applies only to "rewards" that one expects, and not to the quality brought to the doing of the job. There are intangible gains from anything done well. A smile of gratefulness, a burp of satisfaction (from a belly you filled with your cooking), a hug from a child you told a story to, or a look of understanding (rare though it may be) from a student you have been teaching.

My favourite example of expectation and its impact is from films. Sholay was one of the best things to happen in the Hindi film industry. But expectations from Ramesh Sippy (the director of Sholay) were sky-high after that, and he could never again meet them, not with Shaan (not a bad movie) or any other film he made since. So, the flip side of doing well, be aware, is that it will raise expectations from you for the next time. Not such a bad thing, really, for quality improvement.

USPs of Countries-Part 2

Continuing from where I left off...

Cuba- The cigar is a lasting symbol, though the economy went up in smoke a long time ago.

China- Their English is funny or music to the years, depending on how you look at it. But their political aggression is not.

Indonesia- Good 'bad'minton players- a paradox? And lots of earth-shakes.

Australia- People of dubious ancestry who managed to spoil the gentleman's game with rough play- and the virus has caught on.

Sub-saharan Africa...where is that exactly? Except in reports on poverty, nobody talks about it.

South Africa-Mandela is absolutely the most forgiving man who ever lived. Hats off!

Kenya- the most famous giraffes in the world live here.

Brazil- The Samba, Pele and the annual jamboree on the streets make a heady combo.

Bhutan- They measure the Gross Happiness Index. Could they be the most sensible country on earth? Possibly.

Norway, Sweden, Finland- There's light at the end of six months here, so everyone who lives there must be an optimist!

Egypt- Barring Hindi films (older ones), the only place where Mummies get the respect they deserve!