Enhancing employee and organizational performance through coaching based on mystery shopper feedback: A quasi‐experimental study
基于强化理论，采用准实验设计，评估管理者利用神秘顾客反馈（按可变间隔时间获取）对员工进行辅导的效果，发现该干预能提升员工和组织绩效，且结果在两家餐厅得到复制。
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.