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Relative Effects of Daily Feedback and Weekly Feedback on Customer Service Behavior at a Gas Station
Peer reviewed
Direct linkSo, Yongjoon; Lee, Kyehoon; Oah, Shezeen – Journal of Organizational Behavior Management, 2013
The relative effects of daily and weekly feedback on customer service behavior at a gas station were assessed using an ABC within-subjects design. Four critical service behaviors were identified and measured daily. After baseline (A), weekly feedback (B) was introduced, and daily feedback (C) was introduced in the next phase. The results indicated…
Descriptors: Foreign Countries, Motor Vehicles, Fuels, Business
