Using a guest- and confederate-delivered token economy to increase employee-guest interactions at a zoo

The present study used a token economy to promote guest greetings by employees at a zoological facility. Guests and confederate guests delivered tokens to zoo employees for making eye contact from 10 ft (3.05 m) away and verbally greeting guests from 5 ft (1.52 m) away (called a 10-5 interaction) and the tokens were exchangeable for small prizes. An ABAB design was used to evaluate the intervention. Results showed increases of 35.3 and 45.0% in correct employee-guest interactions in each intervention phase compared to baseline, thus suggesting that a guest-delivered token economy is an effective way to improve guest greetings. Limitations of the current study and opportunities for future research are discussed.