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

  1. Gary P. Latham1,
  2. Robert C. Ford2,*,
  3. Danny Tzabbar3

Article first published online: 28 MAR 2012

DOI: 10.1002/hrm.21467

Issue

Human Resource Management

Human Resource Management

Volume 51, Issue 2, pages 213–229, March/April 2012

Additional Information

How to Cite

Latham, G. P., Ford, R. C. and Tzabbar, D. (2012), Enhancing employee and organizational performance through coaching based on mystery shopper feedback: A quasi-experimental study. Hum. Resour. Manage., 51: 213–229. doi: 10.1002/hrm.21467

Author Information

  1. 1

    Rotman School of Management, the University of Toronto

  2. 2

    College of Business Administration (COBA), the University of Central Florida (UCF)

  3. 3

    LeBow College of Business, Drexel University

*College of Business Administration, 400 Central Florida Blvd., Orlando, FL 32816

Publication History

  1. Issue published online: 28 MAR 2012
  2. Article first published online: 28 MAR 2012

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Keywords:

  • employee coaching;
  • mystery shopping;
  • variable interval schedule;
  • performance feedback

Abstract

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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