Firms with the ability to provide superior customer service can accrue significant competitive advantage and research suggests that frontline service employees' (FLSEs) actions have a considerable influence on the success of service operations. Yet, the high level of customer defections consistently attributed to poor and indifferent service…

This manual is designed to provide an overview of a Behavior Analysis Follow Through classroom management system known as "contracting." Behavior Analysis Follow Through was designed to meet the educational needs of low-income students in the kindergarten through third grade and was validated as an effective and exemplary educational…

Stimulated by current interest in performance contracting and accountability, the authors summarize relevant research on the use of incentives to influence student performance. (VW)

Discusses five ways to make goal setting effective: set difficult and specific goals, monitor results, reward performance, participate in goal setting, and challenge individual self-confidence and goal dissatisfaction. A model showing internal and environmental factors related to performance and a list of management strategies for enhancing…

I use the introduction of a competitive fellowship program for graduate students to test whether men and women respond differently to competition and whether this response depends on the gender mix of the group. Men experienced a 10% increase in performance in response to the program, with the largest gains for men in departments with the most…