Effects of Grouped and Individual Feedback and Feinforcement on Retail Employee Performances

Abstract

Using a modified withdrawal design, the effeciveness of grouped feedback, individual feedback, and reinforcement plus individual feedback were assessed on cashier precision, punctuality, and money check-out proficiency of 15 part-time employees in a retail drugstore. Publicly posted performance charts were used during all conditions to inform employees of their grouped or individual daily discrepancies between cash register cumulative totals and the actual amount accounted for, the tardiness figures, and the manner in which all daily money was checked into the safe. The final intervention also included contingent reinforcement in the form of movie tickets, soft drinks, and candy bars for performances at or above criterion levels. The use of individual feedback alone and reinforcement with individual feedback increased efficiency substantially in all three areas; whereas, grouped feedback alone did not effectively increase efficiency.