Literaturnachweis - Detailanzeige
| Autor/inn/en | So, Yongjoon; Lee, Kyehoon; Oah, Shezeen |
|---|---|
| Titel | Relative Effects of Daily Feedback and Weekly Feedback on Customer Service Behavior at a Gas Station |
| Quelle | In: Journal of Organizational Behavior Management, 33 (2013) 2, S.137-151 (15 Seiten)
PDF als Volltext |
| Sprache | englisch |
| Dokumenttyp | gedruckt; online; Zeitschriftenaufsatz |
| ISSN | 0160-8061 |
| DOI | 10.1080/01608061.2013.785898 |
| Schlagwörter | Foreign Countries; Motor Vehicles; Fuels; Business; Service Occupations; Industrial Psychology; Time; Feedback (Response); Incidence; Naturalistic Observation; Instructional Effectiveness; Supervisor Supervisee Relationship; Context Effect; South Korea |
| Abstract | 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.) (As Provided). |
| Anmerkungen | Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site: http://www.tandf.co.uk/journals |
| Erfasst von | ERIC (Education Resources Information Center), Washington, DC |
| Update | 2017/4/10 |
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