Therrien et. al article summary

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School

University of Florida *

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4184

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Management

Date

Feb 20, 2024

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Uploaded by HighnessRam7334

APA Formatted Reference: Therrien, K., Wilder, D. A., Rodriguez, M., & Wine, B. (2005). Preintervention analysis and improvement of customer greeting in a restaurant. JABA, 38, 411-415 Purpose of the study: This study was made to increase the use of hands-free technique during surgical procedures by using a treatment package involving goal setting, task clarification, and feedback. Participants: manager and 9 employees. Setting: one location of a sandwich restaurant chain in a medium-sized city. Dependent Variable and Measurement: The percentage of patrons that enter the restaurant within three seconds of an employee greeting them. Measured using observational data collecting sessions wherein thirty guests entering the restaurant or sixty minutes, whichever comes first, are used to gather data on opening welcomes. Assessment and Findings: The study uses a preintervention analysis to identify the circumstances that lead to prompt client welcomes. Antecedents include the manager's presence, the radio, and door chime. According to research, the likelihood of greetings increases when a door chime is activated and the manager is present behind the service counter. Independent Variable: Antecedent conditions like manager presence, radio, door chime, verbal and graphic feedback provided by managers to employees based on their performance. Experimental Design: Multielement design for evaluation of analysis results and used an ABABC reversal design for the intervention. Results: Preintervention study showed that customer welcomes were more prevalent when the manager was present and the door chime was working. According to the intervention's evaluation, customers' greetings were much increased by the door chime and the manager's presence together. The manager's inclusion of verbal and visual feedback enhanced customer welcomes even further . Write one interesting point of discussion about the study that could be used in class. Is the best approach for employee performance interventions a combination between antecedent-based interventions and consequence-based interventions?

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