Preintervention Analysis and Improvement of Customer Greeting in a Restaurant

Autor/inn/en	Therrien, Kelly; Wilder, David A.; Rodriguez, Manuel; Wine, Byron
Titel	Preintervention Analysis and Improvement of Customer Greeting in a Restaurant
Quelle	In: Journal of Applied Behavior Analysis, 38 (2005) 3, S.411 (5 Seiten) PDF als Volltext (1); PDF als Volltext kostenfreie Datei (2) Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0021-8855
Schlagwörter	Intervention; Dining Facilities; Improvement; Employees; Job Performance; Program Effectiveness; Feedback; Behavioral Objectives + Suchen Sie Ihr Suchwort? Mensa; Qualitätssteigerung; Employee; Arbeitnehmer; Beschäftigter; Work performance; Arbeitsleistung
Abstract	We examined customer greeting by employees at one location of a sandwich restaurant chain. First, a preintervention analysis was conducted to determine the conditions under which greeting a customer within 3 s of his or her entry into the restaurant did and did not occur. Results suggested that an appropriate customer greeting was most likely to occur when a door chime was used to indicate that a customer had entered the store and when the store manager was present behind the service counter. Next, a performance improvement intervention, which consisted of the combination of the use of a door chime and manager presence, was evaluated. Results showed that during baseline, a mean of 6% of customers were greeted; during intervention a mean of 63% of customers were greeted. The addition of manager-delivered verbal and graphic group feedback resulted in 100% of customers being greeted across two consecutive sessions. (Author).
Anmerkungen	Department of Applied Behavioral Science, 1000 Sunnyside Ave., KU, Lawrence, KS 66045-2133. Web site: http://seab.envmed.rochester.edu.
Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10