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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Detalhes bibliográficos
Main Authors: Rice, Anna, Austin, John, Gravina, Nicole
Formato: Artigo
Idioma:Inglês
Publicado em: The Society for the Experimental Analysis of Behavior 2009
Assuntos:
Reports
Acesso em linha: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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