Article
Harvard Business Review

Cooks Make Tastier Food When They Can See Their Customers

By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay

Format:Print

Abstract

While existing theory suggests that increased contact between customers and employees diminishes efficiency, recent research demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they deliver can actually improve. Studies in food service show how revealing customers to employees can lead employees to feel more appreciated, enhancing their job satisfaction and willingness to exert effort.

Keywords

Operational Transparency; Service Delivery; Service Operations; Service Management; Service Industry

Citation

Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Cooks Make Tastier Food When They Can See Their Customers." Harvard Business Review 92, no. 11 (November 2014): 34–35.