Preintervention analysis and improvement of customer greeting in a restaurant.
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.
Therrien
Kelly
K
Florida Institute of Technology, 150 W. University Blvd., Melbourne, Florida 32901, USA.
Wilder
David A
DA
Rodriguez
Manuel
M
Wine
Byron
B
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