TY  - JOUR
AB  - 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.
VL  - 12
IS  - 2
SN  - 0143-7739
DO  - 10.1108/01437739110001580
UR  - https://doi.org/10.1108/01437739110001580
AU  - Luthans Fred
PY  - 1991
Y1  - 1991/01/01
TI  - Improving the Delivery of Quality Service: Behavioural Management Techniques
T2  - Leadership & Organization Development Journal
PB  - MCB UP Ltd
SP  - 3
EP  - 6
Y2  - 2024/05/04
ER  -