文章基本信息

标题：Preintervention Analysis and Improvement of Customer Greeting in A Restaurant
本地全文：下载
作者：Kelly Therrien ; David A Wilder ; Manuel Rodriguez 等
期刊名称：Journal of Applied Behavior Analysis
印刷版ISSN：0021-8855
电子版ISSN：1938-3703
出版年度：2005
卷号：38
期号：03
页码：411-415
DOI：10.1901/jaba.2005.89-04
出版社：University of Kansas - Dept Human Development
摘要：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.
关键词：customer greeting, graphic feedback, organizational behavior management, preintervention analysis, verbal feedback