HR Science Forum
Enhancing employee and organizational performance through coaching based on mystery shopper feedback: A quasi-experimental study
Version of Record online: 28 MAR 2012
© 2012 Wiley Periodicals, Inc.
Human Resource Management
Volume 51, Issue 2, pages 213–229, March/April 2012
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
- Issue online: 28 MAR 2012
- Version of Record online: 28 MAR 2012
- employee coaching;
- mystery shopping;
- variable interval schedule;
- performance feedback
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.