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Direct linkRice, Anna; Austin, John; Gravina, Nicole – Journal of Applied Behavior Analysis, 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…
Descriptors: Employees, Positive Reinforcement, Behavior Modification, Intervention
