The Effects of Task Clarification, Feedback, and Goal Setting on Student Advisors' Office Behaviors and Customer Service

Abstract

This study evaluated the effects of feedback, task clarification and goal-setting on office behaviors and customer service of ten undergraduate participants that served as university advisors. A multiplebaseline design was implemented across three target behaviors: client greeting, front-desk behaviors, and punctuality. During intervention the advisors received supervisor-delivered verbal group feedback, a task-clarification sheet, and supervisor-delivered goal setting for each target behavior. All target behaviors increased once the intervention was implemented.

Key Words:

• Student advisors
• task clarification
• group feedback
• goal setting
• supervisor feedback