Using goals, feedback, reinforcement, and a performance matrix to improve customer service in a large department store

Journal of Organizational Behavior Management

Volumn 24, Issue 3, 2004, Pages 27-62

  Eikenhout, Nelson ^a   Austin, John ^a  

^a WESTERN MICHIGAN UNIVERSITY   (United States)

Author keywords

Courtesy; Customer service; Department store; Feedback; Performance diagnostic checklist; Performance matrix; Praise

Indexed keywords

EID: 27744469673     PISSN: 01608061     EISSN: None     Source Type: Journal    
DOI: 10.1300/J075v24n03_02     Document Type: Article

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