References
- Alvero , A. M. , Bucklin , B. R. and Austin , J. 2001 . An objective review of the effectiveness and essential characteristics of performance feedback in organizational settings (1985–1998) . Journal of Organizational Behavior Management , 21 (1) : 3 – 29 .
- Austin , J. 2000 . “ Performance analysis and performance diagnostics ” . In Handbook of applied behavior analysis , Edited by: Austin , J. and Carr , J. E. 321 – 349 . Reno, Nevada : Context Press .
- Austin , J. , Carr , J. E. and Agnew , J. L. 1999 . The need for assessment of maintaining variables in OBM . Journal of Organizational Behavior Management , 19 (2) : 59 – 87 .
- Austin , J. , Olson , R. and Wellisley , J. A. 2001 . The Behavior Engineering Model at work on a small scale: Using task clarification, self-monitoring, and public posting to improve customer service . Performance Improvement Quarterly , 14 (2) : 53 – 76 .
- Austin , J. , Weatherly , N. L. and Gravina , N. E. 2005 . Using task clarification, graphic feedback, and verbal feedback to increase closing task completion in a privately owned restaurant . Journal of Applied Behavior Analysis , 38 : 117 – 120 .
- Crowell , C. , Anderson , D. , Abel , D. and Sergio , J. 1988 . Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers . Journal of Applied Behavior Analysis , 21 (1) : 65 – 71 .
- Daniels , A. C. 2001 . Other people's habits: How to use positive behavior reinforcement to bring out the best in people around you , New York : McGraw-Hill .
- Dierks , W. and McNally , K. 1987 . Incentives you can bank on. (Union National Bank applies B.F. Skinner's principles of behavior) . Personnel Administrator , 32 : 60 – 65 .
- Dwore , R. B. 1993 . Managing hospital quality performance in two related areas: Patient care and customer service . Hospital Topics , 71 (2) : 29 – 34 .
- Eisenberg , G. 1997 . Customer service in healthcare: A new era . Hospital & Health Services Administration , 42 (1) : 17 – 31 .
- Gilbert , T. F. 1978/1996 . Human competence: Engineering worthy performance , New York : McGraw-Hill .
- Jessup , P. A. and Stahelski , A. J. 1999 . The effects of a combined goal setting, feedback and incentive intervention on job performance in a manufacturing environment . Journal of Organizational Behavior Management , 19 (3) : 5 – 26 .
- LaFleur , T. and Hyten , C. 1995 . Improving the quality of hotel banquet staff performance . Journal of Organizational Behavior Management , 15 (1/2) : 69 – 93 .
- Larson , J. R. Jr. and Callahan , C. 1990 . Performance monitoring: How it affects work productivity . Journal of Applied Psychology , 75 : 530 – 538 .
- Nielsen , D. 2004 . Improving ED patient satisfaction when triage nurses routinely communicate with patients as to reasons for waits: One rural hospital's experience . Journal of Emergency Nursing , 30 : 336 – 338 .
- Pampino , R. N. , Heering , P. W. , Wilder , D. A. , Barton , C. G. and Burson , L. M. 2003 . The use of the performance diagnostic checklist to guide intervention selection in an independently owned coffee shop . Journal of Organizational Behavior Management , 23 (2/3) : 5 – 20 .
- Pampino , R. , MacDonald , J. , Mullin , J. and Wilder , D. 2003 . Daily vs. weekly feedback: An application in retail . Journal of Organizational Behavior Management , 23 (2/3) : 21 – 43 .
- Rosselli , V. R. , Moss , J. M. and Luecke , R. W. 1989 . Improved customer service boosts bottom line . Healthcare Financial Management , 43 (12) : 20 – 28 .
- Wilk , L. A. and Redmon , W. K. 1990 . A daily-adjusted goal-setting and feedback procedure for improving productivity in a university admissions department . Journal of Organizational Behavior Management , 11 (1) : 55 – 75 .
- Wilson , C. , Boni , N. and Hogg , A. 1997 . The effectiveness of task clarification, positive reinforcement and corrective feedback in changing courtesy among police staff . Journal of Organizational Behavior Management , 17 (1) : 65 – 99 .