Fostering Friendliness in a Fast Food Franchise

Abstract

As a result of upper level management interest in improving customer service in a fast foods restaurant, a behavioral program was designed to measure and improve one aspect of service, the friendliness of front-line personnel (N = 11). Friendliness was defined behaviorally and measured using an interval recording system. A multiple-baseline design across areas within the restaurant was employed. During the program, desired behaviors were defined and rehearsed, cues were provided (e.g., after greeting customers), and the behaviors were followed by consequences that came from the manager (e.g., recognition), customers (c.g., smiling back), and the employees themselves (e.g., checkmarks). The interventions were successful in one area and partially successful in another. Suggestions are made for future research on the subject of customer service.