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INCREASING CUSTOMER SERVICE BEHAVIORS USING MANAGER-DELIVERED TASK CLARIFICATION AND SOCIAL PRAISE
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 eff...
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| Main Authors: | , , |
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| Format: | Artigo |
| Sprog: | Inglês |
| Udgivet: |
The Society for the Experimental Analysis of Behavior
2009
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| Fag: | |
| Online adgang: | https://ncbi.nlm.nih.gov/pmc/articles/PMC2741067/ https://ncbi.nlm.nih.gov/pubmed/20190926 https://ncbi.nlm.nih.govhttp://dx.doi.org/10.1901/jaba.2009.42-665 |
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