n Journal of Contemporary Management - Utilisation of the expectation disconfirmation model : EAS rendered in the SAPS

Volume 9, Issue 1
  • ISSN : 1815-7440



The purpose of this paper is to determine the degree of the expectation-disconfirmation of the employees of the South African Police Service (SAPS) towards the Employment Assistance Services (EAS) from which strategies should be developed and implemented to address the issues regarding the employees' perceptions, expectations and experiences regarding the EAS. This article expands on the expectation disconfirmation model identified in previous research. All available employees were included in the study (N = 37 816), therefore no sampling strategy was used. The Employee Assistance Services professionals administered the survey instrument. The results of the study indicated that the employees of the SAPS experienced a negative disconfirmation regarding the EAS physical factors.

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