Courteous service: Its assessment and modification in a human service organization.

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.

journal_name

J Appl Behav Anal

authors

Johnson MD,Fawcett SB

doi

10.1901/jaba.1994.27-145

subject

Has Abstract

pub_date

1994-04-01 00:00:00

pages

145-52

issue

1

eissn

0021-8855

issn

1938-3703

journal_volume

27

pub_type

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