title: Courteous service: Its assessment and modification in a human service organization.
abstract: We evaluated strategies to increase behaviors associated with courteous provision of service by 3 staff members of a human service agency. Training included written instructions, practice, and performance feedback. A lottery procedure was introduced to maintain courteous service after training. The results of a multiple baseline design across the 3 participants showed marked increases in courteous behaviors following training. These effects were maintained at 3-, 5-, and 8-month follow-ups. Consumers' satisfaction with service also increased. These findings suggest that simple training and reinforcement procedures can enhance courtesy afforded those who receive service from public and nonprofit organizations.
authors.affiliation: University of Kansas.
authors.forename: M D
authors.initials: MD
authors.lastname: Johnson
authors.forename: S B
authors.initials: SB
authors.lastname: Fawcett