title: Preintervention analysis and improvement of customer greeting in a restaurant.
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.
authors.affiliation: Florida Institute of Technology, 150 W. University Blvd., Melbourne, Florida 32901, USA.
authors.forename: Kelly
authors.initials: K
authors.lastname: Therrien
authors.forename: David A
authors.initials: DA
authors.lastname: Wilder
authors.forename: Manuel
authors.initials: M
authors.lastname: Rodriguez
authors.forename: Byron
authors.initials: B
authors.lastname: Wine
mesh_terms: D000293:Adolescent; D000328:Adult; D003258:Consumer Behavior; D005246:Feedback; D005260:Female; D006801:Humans; D007398:Interpersonal Relations; D008297:Male; D008875:Middle Aged; D016134:Organizational Policy; D012147:Restaurants; D012919:Social Behavior