Evaluation of the Service Review Model With Performance Scorecards

The current study combined a management technique termed “Service Review” with performance scorecards to enhance staff and consumer behavior in a human service setting consisting of 11 supervisors and 56 front-line staff working with 9 adult consumers with challenging behaviors. Results of our intervention showed that service review and scorecards produced significant staff behavior changes that were maintained over time. Positive consumer outcomes were also correlated with staff performance changes. The behavioral package of training, clinical consultation, service review, biweekly manager meetings, scorecards, and public posting has the potential to reduce the need for monetary staff incentives.     

Examining the Effects of a Low-Cost Prompt to Reduce Retail Theft

The present study evaluated the extent to which a low-cost, antitheft intervention impacted theft and sales in a multiple baseline design across two grocery stores. Previous research has measured the impact on theft of items that have a sign indicating their high theft rate and stickers next to or on the items. In contrast, this study tracked four intervention groups: a group directly marked with a sign and ribbons, two indirectly targeted groups (sign-only and a group down the aisle from the sign-only), and a group with no intervention. Results indicated the largest decrease in theft for one of the indirectly targeted groups, from 45 total items stolen to 13, compared to a smaller decrease in theft (i.e., 64 to 40) for the directly targeted sign and ribbons products. Implications of these findings for applying behavior-based antitheft interventions in retail businesses are discussed and future research is proposed.