Date of Award
Master of Science (MS)
Mary Beth Kenkel
Token economies have been used for many years to improve a multitude of behaviors in a variety of settings. However, research on token economies as an intervention to improve customer service-related behaviors of employees in organizations is limited. The current study assessed this issue by evaluating a guest-delivered token economy to improve employee-guest interactions at a zoological facility. Results showed increases of 35.3% and 45.0% in correct employee-guest interactions in each intervention phase compared to baseline, thus suggesting that a guest-delivered token economy is an effective way to improve customer service (guest interactions)-related behaviors. Limitations of the current study and areas of future research are discussed.
Vergason, Cassie Maureen, "Increasing Employee-Guest Interactions using a Guest-Delivered Token Economy at a Zoological Facility" (2018). Theses and Dissertations. 168.