The Effectiveness of Task Clarification, Positive Reinforcement and Corrective Feedback in Changing Courtesy Among Police Staff

Journal of Organizational Behavior Management

Volumn 17, Issue 1, 1997, Pages 65-99

  Wilson, Carlene ^a   Boni, Nadia ^a   Hogg, Amanda ^a  

^a National Police Research Unit   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0040516704     PISSN: 01608061     EISSN: 15408604     Source Type: Journal    
DOI: 10.1300/J075v17n01_04     Document Type: Article

References (12)

1. Brown, M. G., Malott, R. W., Dillon, M. J. & Keeps, E. J. (1980). Improving customer service in a large department store through the use of training and feedback. Journal of Organizational Behavior Management, 2, 251-265.
2. Crowell, C. R., Anderson, D. C., Abel, D. M. & Sergio, J. P. (1988). Task clarifi-cation, performance feedback, and social praise: Procedures for improving the customer service of bank tellers. Journal of Applied Behavior Analysis, 21, 65-71.
3. Daniels, A. C. & Rosen, T. A. (1982). Performance management: Improving quality and productivity through positive reinforcement. (Pt. 1,2nd ed.). Georgia: Performance Management Publications.
4. Hamner, W. C. & Hamner, E. P. (1976). Behavior modification on the bottom line. Organizational Dynamics, 5, 3-21.
5. Ilgen, D. R., Fischer, C. D., & Taylor, M. S. (1979). Consequences of individual feedback on behavior in organizations. Journal of Applied Psychology, 64, 349-371.
6. Komaki, J., Blood, M. R. & Holder, D. (1980). Fostering friendliness in a fast food franchise. Journal of Organizational Behavior Management, 2, 151-164.
7. Komaki, J., Waddell, W. M., & Pearce, M. G. (1977). The applied behavior analysis approach and individual employees: Improving performance in two small businesses. Organizational Behavior and Human Performance, 19, 337-352.
8. Luthans, F. & Krietner, F. (1975). The service case. In F. Luthans and R. Krietner (Eds.), Organizational behavior modification, (pp. 159-164). Glenview, III.: Scott, Foresman & Co.
9. Rettig, E. B. (1975). How to reduce costly ‘mis-takes’ in a steak house. Work Performance, 1, 4-8.
10. Skogan, W. G. (1990). The police and the public in England and Wales: A British Crime Survey report (Home Office Research Unit Report No. 117). London, UK: HMSO.
11. Spence, S. H. (1981). Validation of social skills of adolescent males in an interview with a previously unknown adult. Journal of Applied Behavior Analysis, 14, 159-168.
12. Wydra, F. (1972). Allied supermarkets: ‘Have a happy day' campaign. Unpublished Manuscript, Allied Supermarkets, Detroit, Michigan.