Feedback has been a widely used procedure in many Performance Management interventions. Despite the popularity of feedback as an intervention, few systematic analyses of the functions and effects of feedback used alone have been conducted. The present study was designed to investigate the potential for feedback to function as an Establishing Operation with regard to tips. Three experiments were conducted. Experiment 1 evaluated the feasibility and impact of providing feedback about tips-per-customer. Experiments 2 and 3 evaluated the impact of feedback about tips-per-customer on sales and service. During Experiment 3 the feedback mechanism was refined in order to better isolate the effects of feedback alone. / The results were mixed. Graphic feedback about tips-per-customer appeared to have an impact on tips-per-customer but not on sales-per-customer. Ancillary measures (customer satisfaction, direct observation of server behaviors, sales of extra items) provided mixed results, thus the relationship between tips earned and these measures remains undetermined. The implications of these findings were discussed, the findings support research that suggest that the use of feedback alone typically results in weak effects. The function of feedback as an Establishing Operation was not ruled out, however further research is needed. Recommendations for further research include the development of more sensitive measures for capturing behavior change as a function of feedback, evaluation of the use of feedback as a training mechanism, and investigation of the use of feedback for facilitating maintenance of behavior change when formal programs are faded out. / Source: Dissertation Abstracts International, Volume: 56-01, Section: B, page: 0554. / Major Professor: Jon S. Bailey. / Thesis (Ph.D.)--The Florida State University, 1994.
| Identifer | oai:union.ndltd.org:fsu.edu/oai:fsu.digital.flvc.org:fsu_77353 |
| Contributors | Kessler, Maria Lynn., Florida State University |
| Source Sets | Florida State University |
| Language | English |
| Detected Language | English |
| Type | Text |
| Format | 110 p. |
| Rights | On campus use only. |
| Relation | Dissertation Abstracts International |
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