Earticle

초록

영어

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.

목차

Abstract
 1. 서론
 2. 방법
  2.1 실험참가자 및 실험상황
  2.2 종속변인 및 도구
  2.3 독립변인 및 실험설계
  2.4 절차
  2.5 관찰자간 신뢰도
 3. 결과
 4. 논의
  4.1 제한점 및 추후 연구
 5. 결론
 6. 참고문헌

키워드

저자

• 소용준 [ Yong-Joon So | 중앙대학교 심리학과 ]
• 이계훈 [ Kye-Hoon Lee | 중앙대학교 심리학과 ]
• 오세진 [ She-Zeen Oah | 중앙대학교 심리학과 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  대한안전경영과학회지 [Journal of Korea Safety Management & Science]

• 간기

  계간

• pISSN

  1229-6783

• eISSN

  2288-1484

• 수록기간

  1999~2025

• 십진분류

  KDC 530 DDC 620