The Effects of Graphic Feedback, Goal Setting, and Manager Praise on Customer Service Behaviors

References

• Balcazar , F. , Hopkins , B. L. and Suarez , Y. 1986 . A critical, objective review of performance feedback . Journal of Organizational Behavior Management , 7 : 65 – 89 .
   Google Scholar
• Cohen , J. 1988 . Statistical power analyses for the behavioral sciences, , 2nd ed. , Hillsdale, NJ : L. Erlbaum Associates .
   Google Scholar
• Crowell , C. R. , Anderson , C. D. , Abel , D. M. and Sergio , J. P. 1988 . Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers . Journal of Applied Behavior Analysis , 21 : 65 – 71 .
   PubMed Web of Science ®Google Scholar
• Eikenhout , N. and Austin , J. 2004 . Using public posting and the performance matrix to improve customer service in a large department store . Journal of Organizational Behavior Management , 24 ( 3 ) : 27 – 62 .
   Web of Science ®Google Scholar
• McConville , M. L. , Hantula , D. A. and Axelrod , S. 1998 . Matching training procedures to outcomes: A behavioral and quantitative analysis . Behavior Modification , 22 ( 3 ) : 391 – 414 .
   PubMed Web of Science ®Google Scholar
• Sutton , R. I. and Rafaeli , A. 1988 . Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores . Academy of Management Journal , 31 : 461 – 487 .
   Web of Science ®Google Scholar
• Winsted , K. F. 2000 . Service behaviors that lead to satisfied customers . European Journal of Marketing , 34 : 399 – 417 .
   Google Scholar