ERIC Number: EJ783536
Record Type: Journal
Publication Date: 2007-Oct-26
Reference Count: 0
The Effects of Task Clarification, Feedback, and Goal Setting on Student Advisors' Office Behaviors and Customer Service
Tittelbach, Danielle; DeAngelis, Maureen; Sturmey, Peter; Alvero, Alicia M.
Journal of Organizational Behavior Management, v27 n3 p27-37 Oct 2007
This study evaluated the effects of feedback, task clarification and goal-setting on office behaviors and customer service of ten undergraduate participants that served as university advisors. A multiple baseline design was implemented across three target behaviors: client greeting, front-desk behaviors, and punctuality. During intervention the advisors received supervisor-delivered verbal group feedback, a task clarification sheet, and supervisor-delivered goal setting for each target behavior. All target behaviors increased once the intervention was implemented.
Descriptors: Intervention, Objectives, Feedback (Response), Supervisors, Undergraduate Students, Student Behavior, Behavior, Office Occupations, Office Practice
Haworth Press Inc. 10 Alice Street, Binghamton, NY 13904. Tel: 800-429-6784; Fax: 800-895-0582; e-mail: Orders@haworthpress.com; Web site: http://www.haworthpress.com/journals/default.asp
Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Authoring Institution: N/A