The Impact of a Task Clarification and Feedback Intervention on Restaurant Service Quality

Customer service is a key aspect of restaurant success, as performance has shown a reliable positive relationship with customer retention. However, waitstaff performance may deteriorate, as income from gratuities is often unrelated to service quality. The present study investigated the effectiveness...

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Bibliographic Details
Published in:Journal of organizational behavior management 2016-10, Vol.36 (4), p.322-331
Main Authors: Reetz, Nicholas K., Whiting, Seth W., Dixon, Mark R.
Format: Article
Language:English
Subjects:
Customer services
Dining Facilities
Quality of service
Restaurants
Tips & tipping
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Summary:Customer service is a key aspect of restaurant success, as performance has shown a reliable positive relationship with customer retention. However, waitstaff performance may deteriorate, as income from gratuities is often unrelated to service quality. The present study investigated the effectiveness of an intervention consisting of task clarification and task-specific feedback on restaurant service tasks and observed the relationship between task completion and gratuities. Three adult women servers participated during their regular working shifts at a local dine-in restaurant. Initially customer service task completion was low (36% on average across participants). Performance increased immediately following the introduction of the intervention, and all participants maintained 87.5%-100% task completion. Correlational analyses found that gratuities were unrelated to performance and may thus pose a problem for performance maintenance. Implications relating to feedback and payment schedules are discussed.
ISSN:0160-8061
1540-8604
DOI:10.1080/01608061.2016.1201035