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Improving the Delivery of Quality Service: Behavioural Management Techniques

Leadership & Organization Development Journal

ISSN: 0143-7739

Article publication date: 1 February 1991


The behavioural management of bank tellers delivering service to customers is examined. The degree of quality service is defined by six dimensions: greeting, eye contact, speed of service, help offered, personal recognition, and appreciation. Techniques consisted of providing PIGS feedback (positive, immediate, graphic and specific) on each of the six dimensions, and contingent social reinforcers given by the supervisor to the teller observed to be doing a good job. This intervention had a generally positive impact on the delivery of quality service by tellers to bank customers.



Luthans, F. (1991), "Improving the Delivery of Quality Service: Behavioural Management Techniques", Leadership & Organization Development Journal, Vol. 12 No. 2, pp. 3-6.




Copyright © 1991, MCB UP Limited