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

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Issue Date
2014-04-25
Embargo End Date
Authors
Washington, Patrick E.
Advisor
Downs, David
Citation

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

Abstract

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.

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Description
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
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