Communication · The expectation set · Element
The implicit signals
What else the organisation is promising without saying so.
The part
What it is
Price level, design quality, response speed, packaging, who answers the phone. Each sets an expectation and none of them is reviewed as a promise.
The most common mismatch is a premium price against an ordinary service experience, and it produces dissatisfaction that no amount of messaging repairs.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.