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Improving the Quality of Hotel Banquet Staff Performance: a Case Study in Organizational Behavior Management

The banquet staff at a north Texas hotel were responsible for setting up 11 different functions (e.g., buffet dinners) for conferences and meetings. The functions were often set up late and items were often omitted. An analysis suggested that performance problems were the result of weak antecedents, inefficient work procedures, inadequate training and a lack of motivating consequences. An intervention consisting of task checklists, feedback, goal setting, monetary bonuses, training and job aids was designed to enhance the accuracy and timeliness of function setups. Performance increased from an average of 68.8% on the quality measure (accuracy plus timeliness) in baseline, to 99.7% during the intervention phase. Performance decreased to 82.3% during a follow-up phase in which parts of the intervention were discontinued by hotel management. Performance increased to 99.3% with the reintroduction of the intervention phase.

Identiferoai:union.ndltd.org:unt.edu/info:ark/67531/metadc500375
Date05 1900
CreatorsLaFleur, Tobias C. (Tobias Christopher)
ContributorsHyten, Cloyd, Glenn, Sigrid S., 1939-, Ellis, Janet K., Greenspoon, Joel
PublisherUniversity of North Texas
Source SetsUniversity of North Texas
LanguageEnglish
Detected LanguageEnglish
TypeThesis or Dissertation
Formatvi, 59 leaves: ill., Text
CoverageUnited States - Texas - Denton County - Denton, 1993
RightsPublic, LaFleur, Tobias C. (Tobias Christopher), Copyright, Copyright is held by the author, unless otherwise noted. All rights reserved.

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