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Enhancing employee and organizational performance through coaching based on mystery shopper feedback: A quasi‐experimental study
Author(s) -
Latham Gary P.,
Ford Robert C.,
Tzabbar Danny
Publication year - 2012
Publication title -
human resource management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.888
H-Index - 94
eISSN - 1099-050X
pISSN - 0090-4848
DOI - 10.1002/hrm.21467
Subject(s) - coaching , reinforcement , schedule , psychology , intervention (counseling) , applied psychology , operations management , social psychology , management , engineering , economics , psychiatry , psychotherapist
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.