title: Increasing customer service behaviors using manager-delivered task clarification and social praise.
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.
authors.affiliation: Western Michigan University, Psychology Department, Kalamazoo, Michigan 49008, USA.
authors.forename: Anna
authors.initials: A
authors.lastname: Rice
authors.forename: John
authors.initials: J
authors.lastname: Austin
authors.forename: Nicole
authors.initials: N
authors.lastname: Gravina
mesh_terms: D000328:Adult; D000368:Aged; D001245:Association Learning / Q000502:physiology*; D001519:Behavior / Q000502:physiology*; D057189:Checklist / Q000379:methods; D003210:Concept Formation / Q000502:physiology*; D003469:Culture; D004651:Employment / Q000523:psychology; D005260:Female; D005500:Follow-Up Studies; D006801:Humans; D007398:Interpersonal Relations; D008297:Male; D008875:Middle Aged; D015279:Organizational Culture; D012919:Social Behavior; D055815:Young Adult