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ERIC Number: EJ859317
Record Type: Journal
Publication Date: 2009
Pages: 5
Abstractor: As Provided
ISSN: ISSN-0021-8855
Increasing Customer Service Behaviors Using Manager-Delivered Task Clarification and Social Praise
Rice, Anna; Austin, John; Gravina, Nicole
Journal of Applied Behavior Analysis, v42 n3 p665-669 Fall 2009
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. (Contains 1 figure.)
Society for the Experimental Analysis of Behavior. Available from: Department of Applied Behavioral Science. Kansas University, 1000 Sunnyside Avenue, Lawrence, KS 66045-2133. Tel: 785-841-4425; Fax: 785-841-4425; e-mail:; Web site:
Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A