Increasing Customer Service Behaviors Using Manager-Delivered Task Clarification and Social Praise

Autor/inn/en	Rice, Anna; Austin, John; Gravina, Nicole
Titel	Increasing Customer Service Behaviors Using Manager-Delivered Task Clarification and Social Praise
Quelle	In: Journal of Applied Behavior Analysis, 42 (2009) 3, S.665-669 (5 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0021-8855
Schlagwörter	Employees; Positive Reinforcement; Behavior Modification; Intervention; Supervisor Supervisee Relationship; Food; Retailing; On the Job Training + Suchen Sie Ihr Suchwort? Employee; Arbeitnehmer; Beschäftigter; Behaviour modification; Verhaltensänderung; Lebensmittel; Warenwirtschaft; Training-on-the-Job
Abstract	This project assessed an intervention to improve employee customer service behaviors (correct greetings and closing behaviors). A combination of task clarification and manager-delivered social praise resulted in increased correct greeting from 11.5% to 66% and correct closing from 8% to 70%. The effect was maintained at a 48-week follow-up for employees who were present during the initial study period, but not for more recently hired employees. The results suggest that task clarification combined with manager-delivered social praise is an effective way to improve employee customer service behaviors. (Contains 1 figure.) (As Provided).
Anmerkungen	Society for the Experimental Analysis of Behavior. Available from: Department of Applied Behavioral Science. Kansas University, 1000 Sunnyside Avenue, Lawrence, KS 66045-2133. Tel: 785-841-4425; Fax: 785-841-4425; e-mail: behavior@mail.ku.edu; Web site: http://seab.envmed.rochester.edu/jaba/index.html
Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10