Courteous service: Its assessment and modification in a human service organization.
J Appl Behav Anal
; 27(1): 145-52, 1994.
Article
em En
| MEDLINE
| ID: mdl-16795820
ABSTRACT
We evaluated strategies to increase behaviors associated with courteous provision of service by 3 staff members of a human service agency. Training included written instructions, practice, and performance feedback. A lottery procedure was introduced to maintain courteous service after training. The results of a multiple baseline design across the 3 participants showed marked increases in courteous behaviors following training. These effects were maintained at 3-, 5-, and 8-month follow-ups. Consumers' satisfaction with service also increased. These findings suggest that simple training and reinforcement procedures can enhance courtesy afforded those who receive service from public and nonprofit organizations.
Texto completo:
1
Coleções:
01-internacional
Base de dados:
MEDLINE
Idioma:
En
Revista:
J Appl Behav Anal
Ano de publicação:
1994
Tipo de documento:
Article