The Effects of a Combined Task Clarification, Goal Setting, Feedback, and Performance Contingent Consequence Intervention Package on Telephone Customer Service in a Medical Clinic Environment

Authors

Julie Slowiak, Western Michigan UniversityFollow
Gregory J. Madden, University of KansasFollow
Ramona Matthews, Marshfield Clinic

Document Type

Article

Journal/Book Title/Conference

Journal of Organizational Behavior Management

Volume

25

Issue

4

Publisher

Routledge

Publication Date

2006

First Page

15

Last Page

35

Abstract

Appointment coordinators at a mid-western medical clinic were to provide exceptional telephone customer service. This included using a standard greeting, speaking in an appropriate tone of voice during the conversation, and using a standard closing to end the call. An analysis suggested performance deficiencies resulted from weak antecedents, poor knowledge and skills, and weak performance contingencies. An intervention package consisting of task clarification, goal setting, feedback, and performance contingent consequences was designed to improve customer service behaviors of four participating appointment coordinators. An ABAB reversal design was used, and overall performances of all four participants increased during intervention phases. This study indicates that a multi-component intervention may be an effective strategy to increase telephone customer service behavior in medical clinic settings.

Comments

Originally published by Routledge (part of Taylor & Francis). Publisher's PDF available through remote link.
Note: Greg Madden was affiliated with the University of Kansas at time of publication.

Recommended Citation

Slowiak, J., Madden, G. J., & Matthews, R. (2005). The Effects of a Combined Task Clarification, Goal Setting, Feedback, and Performance Contingent Consequence Intervention Package on Telephone Customer Service in a Medical Clinic Environment. Journal of Organizational Behavior Management, 25, 15-35.