A field study of accuracy and speed of fast food orders when customers violate scripts

Thumbnail Image
Issue Date
Embargo End Date
Washington, Patrick E.
Downs, David

Washington, P.E. 2014. A Field Study of Accuracy and Speed of Fast Food Orders When Customers Violate Scripts. -- In Proceedings: 10th Annual Symposium on Graduate Research and Scholarly Projects. Wichita, KS: Wichita State University, p. 168


A hearing-impaired investigator played a customer and either followed or violated (did not follow) the standard sales script of fast food restaurants when ordering fast food during 18 lunchtime visits to nine fast food chain restaurants. Fast food cashiers took the customer's (investigator's) order as quickly, but with significantly fewer errors (p < 0.05), when the customer followed, rather than violated, the scripts. Likewise, many persons with communication disorders, including hearing impairment, may improve the effectiveness of everyday, real world, communication interactions by following scripts.

Table of Content
Presented to the 10th Annual Symposium on Graduate Research and Scholarly Projects (GRASP) held at the Heskett Center, Wichita State University, April 25, 2014.
Research completed at Department of Communication Sciences and Disorders, College of Health Professions