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首页> 外文期刊>Journal of organizational behavior management >The Impact of a Task Clarification and Feedback Intervention on Restaurant Service Quality
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The Impact of a Task Clarification and Feedback Intervention on Restaurant Service Quality

机译：任务澄清和反馈干预对餐厅服务质量的影响

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摘要

Customer service is a key aspect of restaurant success, as performance has shown a reliable positive relationship with customer retention. However, waitstaff performance may deteriorate, as income from gratuities is often unrelated to service quality. The present study investigated the effectiveness of an intervention consisting of task clarification and task-specific feedback on restaurant service tasks and observed the relationship between task completion and gratuities. Three adult women servers participated during their regular working shifts at a local dine-in restaurant. Initially customer service task completion was low (36% on average across participants). Performance increased immediately following the introduction of the intervention, and all participants maintained 87.5%-100% task completion. Correlational analyses found that gratuities were unrelated to performance and may thus pose a problem for performance maintenance. Implications relating to feedback and payment schedules are discussed.
机译：客户服务是餐厅成功的关键方面，因为绩效已显示出与客户保留之间的可靠积极关系。但是，服务员的绩效可能会下降，因为酬金收入通常与服务质量无关。本研究调查了由餐厅服务任务的任务澄清和任务特定反馈组成的干预措施的有效性，并观察了任务完成与酬金之间的关系。三名成年女性服务员参加了他们在当地一家就餐餐厅的常规工作班次。最初，客户服务任务完成率很低（参与者平均为36％）。引入干预后，绩效立即提高，所有参与者均保持87.5％-100％的任务完成率。相关分析发现，酬金与绩效无关，因此可能会给绩效维护带来问题。讨论了有关反馈和付款时间表的含义。

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