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ERIC Number: EJ1005076
Record Type: Journal
Publication Date: 2013
Pages: 15
Abstractor: As Provided
Reference Count: 28
ISSN: ISSN-0160-8061
Relative Effects of Daily Feedback and Weekly Feedback on Customer Service Behavior at a Gas Station
So, Yongjoon; Lee, Kyehoon; Oah, Shezeen
Journal of Organizational Behavior Management, v33 n2 p137-151 2013
The relative effects of daily and weekly feedback on customer service behavior at a gas station were assessed using an ABC within-subjects design. Four critical service behaviors were identified and measured daily. After baseline (A), weekly feedback (B) was introduced, and daily feedback (C) was introduced in the next phase. The results indicated that the service behaviors improved when the weekly feedback was introduced and improved further when the daily feedback was introduced. (Contains 1 table and 5 figures.)
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Publication Type: Journal Articles; Reports - Research
Education Level: Adult Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: South Korea