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Journal of Organizational Behavior Management Volume 33, 2013 - Issue 2
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Research Reports

Relative Effects of Daily Feedback and Weekly Feedback on Customer Service Behavior at a Gas Station

Yongjoon So Chung-Ang University, Seoul, South Korea
,
Kyehoon Lee Chung-Ang University, Seoul, South Korea
&
Shezeen Oah Chung-Ang University, Seoul, South KoreaCorrespondence[email protected]
Pages 137-151 | Published online: 31 May 2013
 
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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.

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