Date of Award

5-1-2019

Degree Name

Master of Science

Department

Behavior Analysis and Therapy

First Advisor

Dixon, Mark

Abstract

Customer satisfaction is critical to organizational survival in the restaurant business. Customers are becoming increasingly knowledgeable, with more education, leisure time and income, they demand high-quality and efficient service (LaFleur & Hyten, 2015; Kirwin, 1992; Kirwin, 1991). Organizational behavior management (OBM) is the application of behavioral principles to individuals and groups in business, industry, government, and human service settings. OBM has its roots in the field of applied behavior analysis (ABA), which involves the application of operant and, to a lesser extent, respondent procedures to produce socially significant change in human behavior (Wilder, Austin, & Casella, 2009). Currently, there are limitations and gaps within empirically based research on this subject. The current study looked to evaluate the effect of high-quality statements versus low-quality statements on tipping behavior. There were a total of 71 participants and the current study took place at two Southern Illinois bars. Results showed that there was a statistically significant difference between the high-quality statement group versus the low-quality statement group. The results from this study may be beneficial by providing restaurant staff with empirically based information on regarding variables influencing consumer behavior.

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