Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers

Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback.     

TEACHING MENTALLY RETARDED ADULTS TO TIME-MANAGE IN A VOCATIONAL SETTING

Three retarded adults who had minimal ability to tell time were trained to “time-manage.” Each was given a card with clock face representations on which the hands of the clock were drawn, representing each trainee's assigned lunch and break times. Instruction was given before work to perform each of the required behaviors when the “real” clock matched the clock faces. Praise was given following correct responses, and reprimands, instruction, and, in some instances, delay or omission of the scheduled activity followed incorrect responses. Pre-instruction and instructional feedback were then sequentially withdrawn. Results indicated that the package consisting of pre-instruction, instructional feedback, and picture cues was effective in producing independent time management responding. When the first two components were withdrawn, two trainees maintained high levels of correct responding. Correct responding decreased for one trainee when pre-instruction was withdrawn. Reintroduction and subsequent withdrawal of the components resulted in maintenance by this trainee. Little improvement in time-telling ability resulted.     

Reduction of police vehicle accidents through mechaniically aided supervision

Tachograph recorders were installed in 224 vehicles of a metropolitan police department to monitor vehicle operation in an attempt to reduce the rate of accidents. Police sergeants reviewed each tachograph chart and provided feedback to officers regarding their driving performance. Reliability checks and additional feedback procedures were implemented so that upper level supervisors monitored and controlled the performance of field sergeants. The tachograph intervention and components of the feedback system nearly eliminated personal injury accidents and sharply reduced accidents caused by officer negligence. A cost-benefit analysis revealed that the savings in vehicle repair and injury claims outweighed the equipment and operating costs.     

EXPANDING THE IMPACT OF BEHAVIORAL STAFF MANAGEMENT: A LARGE-SCALE,LONG-TERM APPLICATION IN SCHOOLS SERVING SEVERELY HANDICAPPED STUDENTS

Experimental evaluations of behavioral staff management procedures usually have been limited to relatively small-scale demonstration studies. We evaluated a large-scale, long-term application of a staff management program designed to improve the functional utility of educational services for severely handicapped persons. The intervention, involving a brief in-service program followed by supervisory prompts and feedback, was implemented by three principals in four schools involving 21 classrooms. Implementation of the management procedures was consistently accompanied by increases in student involvement in functional educational tasks in each classroom. Further, the improved services continued throughout a 2-year follow-up period. Staff responses to a questionnaire indicated a high degree of staff acceptance of the management program. Results are discussed in terms of expanding the use of behavioral supervisory procedures from experimental demonstrations to actual adoption by existing human service agencies.     

OPIOID ABSTINENCE REINFORCEMENT DELAYS HEROIN LAPSE DURING BUPRENORPHINE DOSE TAPERING

A positive reinforcement contingency increased opioid abstinence during outpatient dose tapering (4, 2, then 0 mg/day during Weeks 1 through 3) in non‐treatment‐seeking heroin‐dependent volunteers who had been maintained on buprenorphine (8 mg/day) during an inpatient research protocol. The control group (n = 12) received $4.00 for completing assessments at each thrice‐weekly visit during dose tapering; 10 of 12 lapsed to heroin use 1 day after discharge. The abstinence reinforcement group (n = 10) received $30.00 for each consecutive opioid‐free urine sample; this significantly delayed heroin lapse (median, 15 days).     

Existential isolation and death thought accessibility

Three studies examined how existential isolation (EI) relates to death-thought accessibility (DTA). Drawing upon the state-trait EI model and terror management theory, we posited EI would be associated with greater DTA. Studies 1a and 1b found trait EI to be correlated with baseline DTA. Evidence for mediation by ingroup identity was mixed. Studies 2 and 3 (a preregistered replication of Study 2) assessed whether priming EI would increase DTA relative to control primes. Study 2 found support for our hypothesis, but Study 3 failed to replicate, leaving open the question about whether EI plays a causal role in higher DTA. We discuss the potential value of EI for understanding how people manage concerns about death and relate to ingroups.     

Production planning of Pakistan Tobacco Company (PTC) using quantitative and multiple‐criteria decision analysis—A case in‐point

The main purpose of this paper is to improve the production planning of Pakistan Tobacco Company by selecting the most preferred brand and subsequently generating maximum profit from it. As the company produces a variety of products, the technique of multi criteria decision making is used to select the most preferred brand. To generate the maximum output from the preferred brand, different methods of qualitative managerial analysis are used, which include decision analysis to decide “why and where” the manufacturing should be carried out, transportation model to minimize the logistics cost while meeting the demand, and linear programming technique to maximize the profit generated in 2014–2015. The result obtained from analytical hierarchy process shows that the most preferred brand of the company with respect to price, quality, and comfort is John Player Gold Leaf. The decision analysis explains that this brand should be manufactured in the Jhelum factory of the company as it is more cost‐effective to produce and there is a high availability of resources. Transportation model minimizes the logistics cost of this brand from the 2 factories while meeting the demand at each provinces, central warehouse. Linear programming contributes in generating a profit of 32.738 billion PKR with an amount of 0.35 million PKR, which is more than that of the current profit of the company in the year. These results will allow the top management of the company to take corrective decisions well in time, gain a core competency in cost reduction, and make the supply chain process more efficient.     

Fear of self-annihilation and existential uncertainty as predictors of worldview defense: Comparing terror management and uncertainty theories

Terror management theory (TMT) proposes that thoughts of death trigger a concern about self-annihilation that motivates the defense of cultural worldviews. In contrast, uncertainty theorists propose that thoughts of death trigger feelings of uncertainty that motivate worldview defense. University students (N = 414) completed measures of the chronic fear of self-annihilation and existential uncertainty as well as the need for closure. They then evaluated either a meaning threat stimulus or a control stimulus. Consistent with TMT, participants with a high fear of self-annihilation and a high need for closure showed the greatest dislike of the meaning threat stimulus, even after controlling for their existential uncertainty. Contrary to the uncertainty perspective, fear of existential uncertainty showed no significant effects.     

基于印象管理量表的反应模式筛查故意作假者

社会称许性反应由两个成分组成:自我欺骗(无意识地夸大反应)和印象管理(有意识地歪曲作答)。采用实验研究范式和Mixed Rasch Model,探讨二者在BIDR印象管理量表上的得分及作答模式差异。结果发现,当发生印象管理时,量表分数高于仅发生自我欺骗时的分数,且被试倾向选择极端反应。进而采用logistic回归对量表分数划定分界线,将高于分数线的被试认定为故意作假者,低于分界线的被试认定为仅发生了自我欺骗,没有故意作假。