Donald Troy

Date of Award


Degree Name

Master of Arts



First Advisor

Dr. Dale Brethower

Second Advisor

Dr. Barbara J. Fulton

Third Advisor

Dr. Norman Peterson

Access Setting

Masters Thesis-Open Access


The purpose of the present study was to investigate a method for improving customer service of three parttime salespeople. A job aid which consisted of a checklist was used to increase the frequency of eight target behaviors. The target behaviors consisted of: appropriately approaching and greeting the customer, being courteous and helpful, appropriately ringing up the sale and closing, having a neat appearance and wearing an identification badge. After training, the salespeople were taught to self-record their customer service behavior. Training increased the subjects' performance, but only had a short term effect. Customer service behaviors increased after implementing the checklists and were maintained at a high level during each checklist phase. The frequency of the target behavior decreased during the phases in which the checklists were withdrawn. The results suggest that checklists may serve as feedback and as an effective job aid to maintain performance.