search query: @journal_id 428 / total: 13
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| Author: | Waldersee, R. Luthans, F. |
| Title: | The impact of positive and corrective feedback on customer service performance |
| Journal: | Organizational Behaviour
1994 : JAN, VOL. 15:1, p. 83-95 |
| Index terms: | CUSTOMERS SERVICE ORGANIZATIONAL BEHAVIOUR |
| Language: | eng |
| Abstract: | Determining and interpreting the impact that different types of feedback have on performance has been difficult because there are a number of complex theoretical processes or mechanisms involved. To minimize some of this complexity and rule out possible alternate explanations in this study subjects in highly routine tasks were used. A quasi-experimental field design compared the effects of positive versus corrective feedback. A secondary part of the study examined the impact that the two types of feedback had on non-performance variables of commitment, satisfaction and feedback acceptability. |
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