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Direct linkEikenhout, Nelson; Austin, John – Journal of Organizational Behavior Management, 2005
This study employed an ABAC and multiple baseline design to evaluate the effects of (B) feedback and (C) a package of feedback, goalsetting, and reinforcement (supervisor praise and an area-wide celebration as managed through a performance matrix, on a total of 14 various customer service behaviors for a total of 115 employees at a large…
Descriptors: Program Effectiveness, Reinforcement, Intervention, Feedback
