Kelly Therrien, David A. Wilder, Manuel Rodriguez, & Byron Wine (2005).
Preintervention analysis and improvement of customer greeting in a restaurant.
Journal of Applied Behavior Analysis,
38, 411-415.
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.
DESCRIPTORS: customer greeting, graphic feedback, organizational behavior management, preintervention analysis, verbal feedback