Enhancing employee and organizational performance through coaching based on mystery shopper feedback: A quasi‐experimental study

Gary P. Latham · Danny Tzabbar

20 citations0/0 files storedHuman Resource Management

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Coaching Methods and Impact Human Resource Development and Performance Evaluation Employee Performance and Motivation

Abstract

Abstract Based on reinforcement theory, a quasi‐experimental design was used to evaluate the effect of (a) feedback obtained from (b) a relatively neutral third party (namely, mystery shoppers) that was obtained on a (c) variable interval schedule for managers to use to (d) coach their employees. An interrupted time‐series design showed that both employee and organizational performance increased as a result of this intervention. Performance dropped when this intervention was cut back and, subsequently, discontinued. These results were replicated in two additional restaurants. © 2012 Wiley Periodicals, Inc.

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References

2001Social Cognitive Theory: An Agentic Perspective 1963Experimental and Quasi-Experimental Designs for Research 2003Analysis of Panel Data 2002Building a practically useful theory of goal setting and task motivation: A 35-year odyssey.1957Schedules of reinforcement.1991A Theory of Goal Setting and Task Performance 1979Consequences of individual feedback on behavior in organizations.2001SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.

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