The Impact of a Task Clarification and Feedback Intervention on Restaurant Service Quality

Reetz, Nicholas K.; Whiting, Seth W.; Dixon, Mark R.

doi:10.1080/01608061.2016.1201035

Cited by 7 publications

(2 citation statements)

References 18 publications

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“…Further, customers are also dismayed by the insolent behavior of the ticketing agents. This can be avoided by providing the staffs with better task clarifications, performance-based feedback, and social praise [53].…”

Section: Managerial Implicationsmentioning

confidence: 99%

Discovering Airline-Specific Business Intelligence from Online Passenger Reviews: An Unsupervised Text Analytics Approach

Srinivas,

Ramachandiran

2020

Preprint

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Driven by the low passenger satisfaction and fierce competition in the airline industry, carriers seek to deliver a flawless travel experience as well as exceed passenger expectations to attract and retain customers. To understand the important dimensions of service quality from the passenger's perspective and tailor service offerings for competitive advantage, airlines can capitalize on the abundantly available online customer reviews (OCR). The objective of this paper is to discover company-and competitor-specific intelligence from OCR using an unsupervised text analytics approach. First, the key aspects (or topics) discussed in the OCR are extracted using three topic models -probabilistic latent semantic analysis (pLSA) and two variants of Latent Dirichlet allocation (LDA-VI and LDA-GS). Subsequently, we propose an ensemble-assisted topic model (EA-TM), which integrates the individual topic models, to classify each review sentence to the most representative aspect. Likewise, to determine the sentiment (positive, neutral and negative) corresponding to a review sentence, an ensemble sentiment analyzer (E-SA), which combines the predictions of three opinion mining methods (AFINN, SentiStrength and VADER), is developed. An aspect-based opinion summary (AOS), which provides a snapshot of passenger-perceived strengths and weaknesses of an airline, is established by consolidating the sentiments associated with each aspect. Furthermore, a bi-gram analysis of the labeled OCR is employed to perform root cause analysis within each identified aspect. A case study involving 99,147 airline reviews of a US-based target carrier and four of its competitors is used to validate the proposed approach. The results indicate that a cost-and time-effective performance summary of an airline and its competitors can be obtained from OCR. Moreover, the proposed EA-TM and E-SA achieved 17-23% and 9-20% higher average accuracy over individual benchmark models, respectively. Finally, besides providing theoretical and managerial implications based on our results, we also provide implications for post-pandemic preparedness in the airline industry considering the unprecedented impact of coronavirus disease 2019 (COVID-19) and predictions on similar pandemics in the future.

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Section: Managerial Implicationsmentioning

confidence: 99%

Discovering Airline-Specific Business Intelligence from Online Passenger Reviews: An Unsupervised Text Analytics Approach

Srinivas,

Ramachandiran

2020

Preprint

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“…Feedback is easy and inexpensive to deliver (e.g., Buckingham & Goodall, 2019;Bucklin et al, 2000;Wigert & Harter, 2017), and its effectiveness has been shown in several organizational contexts (Alvero et al, 2001;Balcazar et al, 1985), which include education (e.g., preschools (Bohlmann & Fenson, 2005)), laboratory simulations (Choi et al, 2018), the health sector (e.g., hospitals (Kelley & Gravina, 2018;Nielsen et al, 2009)), restaurants (e.g., DeRiso & Ludwig, 2012;Reetz et al, 2016), and retail (e.g., Eikenhout & Austin, 2005;Loewy & Bailey, 2007). Although being widely resorted to among practitioners, the definition and operationalization of feedback aimed at affecting performance have been informed by different traditions and scientific approaches (Mangiapanello & Hemmes, 2015).…”

Section: Performance Feedbackmentioning

confidence: 99%

The effects of performance feedback on organizational citizenship behaviour: a systematic review and meta-analysis

Tagliabue

Sigurjónsdóttir

Sandaker

2020

European Journal of Work and Organizational Psychology

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Performance feedback is a managerial practice whose effects widely impact job satisfaction and commitment. Job satisfaction and commitment represent antecedents of organizational citizenship behaviour (OCB), denoting a willingness to cooperate. However, there has been little research on the direct relationship between performance feedback and OCB. Previous works addressed their mediating role, such as organization-based self-esteem, job satisfaction or other measures of discretionary effort. Our search of peer-reviewed studies containing measures of feedback and OCB found 15 studies, containing 21 critically appraised correlation measures. While descriptive findings of the systematic review showed a small correlation, studies that contained measures of feedback frequency were more likely to include higher reports of OCB than studies containing measures of feedback properties. After computing correlation scores to effect sizes, findings from the meta-analysis indicated a small average effect size of performance feedback on OCB (r adj =.27, 95% CI =.21-.33). The discussion addresses the differential effects of positive and negative feedback, frequency, and properties of feedback on reports of OCB levels (by employees and supervisors), as well as further applications for line management.

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The Performance Diagnostic Checklist–Human Services (1.1): An initial assessment of validity and reliability

Jimenez,

Wilder,

Brand

et al. 2023

J of App Behav Analysis

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The Performance Diagnostic Checklist—Human Services (PDC‐HS) is an assessment used to identify variables contributing to staff performance concerns in human‐service settings. In the current study, we introduce and assess the test validity, interrater reliability, and test–retest reliability of the PDC‐HS (1.1), a revised version of the assessment that included revised instructions, questions, and intervention planning references. We measured the psychometric properties of the revised assessment by analyzing answers obtained from watching video vignettes of simulated interviews between consultants and a supervisor. Twenty‐one participants watched the vignettes and completed the PDC‐HS (1.1) based on the answers provided during the interview. We also included an item analysis to identify questions on which participants made errors and an intervention selection task to assess whether participants selected an appropriate intervention to target the indicated domain. The results support the use of the PDC‐HS (1.1) in human services settings.

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The Impact of a Task Clarification and Feedback Intervention on Restaurant Service Quality

Cited by 7 publications

References 18 publications

Discovering Airline-Specific Business Intelligence from Online Passenger Reviews: An Unsupervised Text Analytics Approach

Discovering Airline-Specific Business Intelligence from Online Passenger Reviews: An Unsupervised Text Analytics Approach

The effects of performance feedback on organizational citizenship behaviour: a systematic review and meta-analysis

The Performance Diagnostic Checklist–Human Services (1.1): An initial assessment of validity and reliability

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