대한안전경영과학회지 (Journal of the Korea Safety Management & Science)

  • 제12권4호
  • /
  • Pages.265-272
  • /
  • 2010
  • /
  • 1229-6783(pISSN)
  • /
  • 2288-1484(eISSN)
대한안전경영과학회 (Korea Safety Management & Science)
권호 표지

피드백이 주유소 직원의 고객 서비스 행동에 미치는 효과에 대한 검증

The Effects of Feedback on Customer Service Behaviors in a Gas Station

  • 투고 : 2010.10.06
  • 심사 : 2010.12.16
  • 발행 : 2010.12.31
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

This study examined the relative effects of weekly and daily group feedback on the customer service behaviors in a gas station. Participants were four employees providing full services to the customers. Four target service behaviors, which were identified from the job description for the employees, served as the dependent variables. The data were collected by a supervisor. The independent variable was the frequency of group feedback on the four service behaviors: weekly and daily group feedback. An ABC within group design was adopted. After baseline (A), the weekly group feedback condition (B) was introduced. In the next phase, the daily group feedback condition (C) was introduced. Both weekly and daily group feedback were presented in a graph form and posted at a conspicuous location. Results showed that both weekly feedback and daily feedback conditions were effective in increasing the target behaviors. And, there was difference in the effects between the two conditions.

키워드

참고문헌

  1. 권현재, 함봉균, 이웅규 (2004). 관광산업에서의 고객서비스의 성공과 실패에 관한 사례연구. 2004 춘계 종합학술대회 논문집, 2(1), 82-93.
  2. Alavosius, M. P. & Sulzer-Azaroff, B. (1990), Acquisition and maintenance of health-care routines as a function of feedback density, Journal of Applied Behavior Analysis, 23(2), 151-162. https://doi.org/10.1901/jaba.1990.23-151
  3. Alvero, A. M., Bucklin, B. R., & Austin, J. (2001). An objective review of the effectiveness and essential characteristics of performance feedback in organizational settings(1985-1998), Journal of Organizational Behavior Management Behavior, 21(1), 3-29. https://doi.org/10.1300/J075v21n01_02
  4. Balcazar, F., Hopkins, B. L., & Suarez, Y. (1986). A Critical, Objective review of performance feedback, Journal of Organizational Behavior Management, 7(3/4), 65-89.
  5. Chhokar, J. S. & Wallin, J. A. (1984). A field study of the effect of feedback frequency on performance, Journal of applied psychology, 69(3), 524-530.
  6. Daniels, A. C. (1989). Performance management (3rd ed.), Tucker, GA: Performance Management Publications.
  7. Kazdin, A. E. (1982). Single-case research designs 5th ed, New York: Oxford University Press, pp. 3.
  8. Komaki, J., Heinzmann, A. T., & Lawson, L. (1980). Effect of training and feedback: component analysis of a behavioral safety program, Jornal of Applied Psychology, 65(3), 261-270.
  9. Mason, M. A. & Redmon, W. K. (1992). Effects of immediate versus delayed feedback on error detection accuracy in a quality control simulation, Journal of Organizational Behavior Management, 13, 49-49.
  10. Pampino, R. N., MacDonald, J. E., Mullin, J. E., & Wilder, D. A. (2003). Weekly feedback vs. daily feedback: an application in retail, Journal of Organizational Behavior Management, 23, 21-44.
  11. Reid, D. H., & Parsons, M. B. (1996). A comparison of staff acceptability of immediate versus delayed verbal feedback in staff training, Journal of Organizational Behavior Management, 16(2), 35-47. https://doi.org/10.1300/J075v16n02_03
  12. Roscoe, E. M., Fisher, W. W., Glover, A. C., & Volkert, V. M. (2006). Evaluating the relative effects of feedback and contingent money for staff training of stimulus preference assessments, Journal of Applied Behavior Analysis, 39(1), 63-77. https://doi.org/10.1901/jaba.2006.7-05
  13. Sutton, R. I. & Rafaeli, A. (1988). Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores," Academy of Management Journal, 31(3), 461-487. https://doi.org/10.2307/256456
  14. Van Houten, R., Nau, P., & Marini, Z. (1980). An analysis of public posting in reducing speeding behavior on an urban highway, Journal of Applied Behavior Analysis, 13(3), 383-395. https://doi.org/10.1901/jaba.1980.13-383
  15. Winsted, K. F. (2000). Service behaviors that lead to satisfied customers, European Journal of Marketing, 34, 399-417. https://doi.org/10.1108/03090560010311920