Date of Award


Document Type


Degree Name

Master of Science (MS)


Behavioral Analysis

First Advisor

Nicole Gravina

Second Advisor

Nicholas Weatherly

Third Advisor

Darby Proctor

Fourth Advisor

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.


Copyright held by author.