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

Latham Gary P. | Zendy; Ford Robert C. | Zendy; Tzabbar Danny | Zendy

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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.

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