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ERIC Number: EJ783533
Record Type: Journal
Publication Date: 2007-Oct-26
Pages: 12
Abstractor: Author
Reference Count: 0
ISBN: N/A
ISSN: ISSN-0160-8061
The Effects of Graphic Feedback, Goal-Setting, and Manager Praise on Customer Service Behaviors
Loewy, Shannon; Bailey, Jon
Journal of Organizational Behavior Management, v27 n3 p15-26 Oct 2007
The current study used a multiple baseline design to investigate the effects of graphic feedback, goal setting, and manager praise on customer service behaviors in a large retail setting. Direct observation of customer greeting, eye contact, and smiling was used to collect data. After baseline data were collected feedback graphs were posted twice each week in the employee break room. A second intervention phase included goal setting and manager praise. Goals were developed based on employees' prior performance and were posted on the graphs. Managers then delivered immediate, verbal praise to employees. Graphic feedback produced slight increases in the customer interaction variables in the front of stores 1 and 2. Another small increase in performance was seen in the back of store 1 and the front and back of store 2 with the implementation of the interventions.
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Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A