EXPECTATIONS THAT MATCH: A KEY TO A POSITIVE EMPLOYEE EXPERIENCE - A qualitative study of employees’ expectation alignment with management practises

Abstract

Purpose: The purpose of the study is to conduct an exploratory, qualitative study to investigate Employee Experience from an academic perspective and explore how employees’ and employer’s expectations align in terms of their employment. Theory: This study utilised two different theories, Social Exchange Theory (SET) and Self-Determination Theory (SDT). They were used to analyse our findings in relation to the concept of Employee Experience . SET is based on the foundation that every social interaction depends upon a reciprocal response in order to achieve a balanced relationship. The theory proved valuable in the analysis while taking a closer look at expectation alignment between employees and management. SDT highlights the importance of intrinsic motivation, which is created through a high degree of autonomy, competence and relatedness. This theory was vital when analysing employees’ motivational inclinations. Method: The study was conducted by utilizing qualitative research methodology. The empirical data is based on interviews of management, in-house and off-site employees who are working as consultants at the case company. Result: Transparency, managerial support and trust are essential for employees, especially for off-site workers. Furthermore, we discovered that belongingness is also crucial to off-site employees since it aids them in building a strong connection with their employer, which in turn lead to enhanced intrinsic motivation. Also, the company had no previous knowledge about the concept of Employee Experience . However, they displayed many of the elements closely related to it. Our results pointed towards an overall alignment of expectations between employer and employees, in terms of learning & development, autonomy, and relatedness. Also, misalignment was identified in terms of unclear career opportunities, a different view on loyalty and onboarding of new consultants.