TASK CLARIFICATION, PERFORMANCE FEEDBACK, AND SOCIAL PRAISE: PROCEDURES FOR IMPROVING THE CUSTOMER SERVICE OF BANK TELLERS
作者:
Charles R. Crowell,
D. Chris Anderson,
Dawn M. Abel,
Joseph P. Sergio,
期刊:
Journal of Applied Behavior Analysis
(WILEY Available online 1988)
卷期:
Volume 21,
issue 1
页码: 65-71
ISSN:0021-8855
年代: 1988
DOI:10.1901/jaba.1988.21-65
出版商: Blackwell Publishing Ltd
关键词: organizational behavior management;bank tellers;customer service;feedback;clarification
数据来源: WILEY
摘要:
Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio‐recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedbac
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