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• W2490280296 abstract "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." @default.
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• W2490280296 date "2016-08-05" @default.
• W2490280296 modified "2023-10-18" @default.
• W2490280296 title "The Impact of a Task Clarification and Feedback Intervention on Restaurant Service Quality" @default.
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• W2490280296 doi "https://doi.org/10.1080/01608061.2016.1201035" @default.
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