ABSTRACT:
We describe the second year of an intervention conducted to enhance service quality among administrative assistants at the Zicklin School of Business at Baruch College. Typcially, at the end of an academic year awards and commendations are granted to students and faculty; but administrative assistants have rarely received any accolades. Critical incidents of excellence on the part of administrative assistants, and employees in similar titles, were collected via an electronic polling of students, faculty, and adminstrators. To our knowledge, this is the first such recognition and reward program designed exclusively for adminstrative assistants at a school of business in the US.
