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Journal of Organizational Behavior Management Volume 25, 2006 - Issue 4
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RESEARCH ARTICLES

The Effects of a Combined Task Clarification, Goal Setting, Feedback, and Performance Contingent Consequence Intervention Package on Telephone Customer Service in a Medical Clinic Environment

Julie M. Slowiak Department of Psychology, Western Michigan University, USA; Marshfield Clinic in Eau Claire, WI, USA
,
Gregory J. Madden Department of Applied Behavioral Science, University of Kansas, Lawrence, KS, USA
&
Ramona Mathews Department Manager at the Marshfield Clinic, USA
Pages 15-35 | Published online: 08 Sep 2008

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Andressa A. Sleiman, Sigridur Sigurjonsdottir, Aud Elnes, Nicholas A. Gage & Nicole E. Gravina. (2020) A Quantitative Review of Performance Feedback in Organizational Settings (1998-2018). Journal of Organizational Behavior Management 40:3-4, pages 303-332.
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Byron Wine, Ting Chen & Adam Brewer. (2019) An Examination of Reward Probability and Delivery Delays on Employee Performance. Journal of Organizational Behavior Management 39:3-4, pages 179-193.
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David P. Kelley$suffix/text()$suffix/text() & Nicole Gravina. (2018) A Paradigm Shift in Healthcare: An Open Door for Organizational Behavior Management. Journal of Organizational Behavior Management 38:1, pages 73-89.
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Amber M. Maraccini, Ramona A. Houmanfar & Alison J. Szarko. (2016) Motivation and Complex Verbal Phenomena: Implications for Organizational Research and Practice. Journal of Organizational Behavior Management 36:4, pages 282-300.
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Pamela J. Gil & Stacy L. Carter. (2016) Graphic Feedback, Performance Feedback, and Goal Setting Increased Staff Compliance With a Data Collection Task at a Large Residential Facility. Journal of Organizational Behavior Management 36:1, pages 56-70.
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Byron Wine & Saul Axelrod. (2014) The Effects of Progressively Thinning High-Preference Item Delivery on Responding in Employees. Journal of Organizational Behavior Management 34:4, pages 291-299.
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Julie M. Slowiak. (2014) “How May I Help You?” Improving Telephone Customer Service in a Medical Clinic Setting. Journal of Organizational Behavior Management 34:1, pages 39-51.
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Yongjoon So, Kyehoon Lee & Shezeen Oah. (2013) Relative Effects of Daily Feedback and Weekly Feedback on Customer Service Behavior at a Gas Station. Journal of Organizational Behavior Management 33:2, pages 137-151.
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Megan M. Hybza, Trevor F. Stokes, Marilee Hayman & Tracy Schatzberg. (2013) Increasing Medicaid Revenue Generation for Services by School Psychologists. Journal of Organizational Behavior Management 33:1, pages 55-67.
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Timothy D. Ludwig & Christopher B. Frazier. (2012) Employee Engagement and Organizational Behavior Management. Journal of Organizational Behavior Management 32:1, pages 75-82.
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NicholasL. Weatherly & RichardW. Malott. (2008) An Analysis of Organizational Behavior Management Research in Terms of the Three-Contingency Model of Performance Management. Journal of Organizational Behavior Management 28:4, pages 260-285.
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Articles from other publishers (5)

Linda A. LeBlanc & Melissa R. Nosik. (2019) Planning and Leading Effective Meetings. Behavior Analysis in Practice 12:3, pages 696-708.
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Katie Lynn Garza, Heather M. McGee, Yannick A. Schenk & Rebecca R. Wiskirchen. (2017) Some Tools for Carrying Out a Proposed Process for Supervising Experience Hours for Aspiring Board Certified Behavior Analysts®. Behavior Analysis in Practice 11:1, pages 62-70.
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Rita Di Mascio. (2010) The Service Models of Frontline Employees. Journal of Marketing 74:4, pages 63-80.
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Jeanne M. Donaldson & Matthew P. Normand. (2009) Using goal setting, self‐monitoring, and feedback to increase calorie expenditure in obese adults. Behavioral Interventions 24:2, pages 73-83.
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Alexander Haas. (2008) Kundenorientierung von Mitarbeitern: Forschungsstand und -perspektivenCustomer orientation of employees: Review and research suggestions. Zeitschrift für Betriebswirtschaft 78:10, pages 1061-1100.
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