The Effect of Implicit and Explicit Rules on Customer Greeting and Productivity in a Retail Organization

Abstract

The purpose of this study was to determine the effects of presenting organizational information through implicit and explicit rules on sales-related target behaviors in a retail setting. Results indicated that when organizational information was presented in a specific form, productivity was increased and maintained longer than when presented in other forms. The data provided by secret shoppers generally resembled the findings of the data collected in the experiment.

KEYWORDS:

• environmental ambiguity
• explicit rule
• implicit rule
• rumor
• communication
• organizational effectiveness
• productivity