University Presentation Showcase: Graduate Division

Project Title

Chick-Fil-A Staffing and Training: Applications to Recreation Agencies

Presenter Hometown

West Chester, OH and Bowling Green, KY

Major

Recreation and Park Administration

Department

Recreation and Park Administration

Degree

Graduate

Mentor

Dr. Jon McChesney

Mentor Department

Recreation and Park Administration

Abstract

If you have ever visited one of the 44 Chick-fil-A’s in Kentucky, or one of the 2,679 Chick-fil-A’s across America, “My Pleasure” is something that you have heard during your visit. This response is a familiar expression connected to Chick-fil-A with purposeful intent. Often a consumer will look for personalized customer service, quality, convenience, and consistency. According to Forbes, 71% of consumers desire a consistent experience and 59% value being treated as an individual (2018). The purpose of this study was to further investigate staff training used at Chick-fil-A and the efficacy of transferring such training to recreation agencies. There is a Chick-fil-A Model to customer-centric culture and considerable knowledge for other companies to learn and apply to their own practices based on this model. This study included a literature investigation as well as qualitative components including interviews with Chick-fil-A ownership groups within the state of Kentucky. Being able to utilize training practices that correlate to customer service is an important element in the customer service exchange in recreation services. Founder, Truett Cathy, indicated, “We should be about more than just selling chicken. We should be a part of our customers’ lives and the communities in which we serve.”

Presentation format

Poster

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Chick-Fil-A Staffing and Training: Applications to Recreation Agencies

If you have ever visited one of the 44 Chick-fil-A’s in Kentucky, or one of the 2,679 Chick-fil-A’s across America, “My Pleasure” is something that you have heard during your visit. This response is a familiar expression connected to Chick-fil-A with purposeful intent. Often a consumer will look for personalized customer service, quality, convenience, and consistency. According to Forbes, 71% of consumers desire a consistent experience and 59% value being treated as an individual (2018). The purpose of this study was to further investigate staff training used at Chick-fil-A and the efficacy of transferring such training to recreation agencies. There is a Chick-fil-A Model to customer-centric culture and considerable knowledge for other companies to learn and apply to their own practices based on this model. This study included a literature investigation as well as qualitative components including interviews with Chick-fil-A ownership groups within the state of Kentucky. Being able to utilize training practices that correlate to customer service is an important element in the customer service exchange in recreation services. Founder, Truett Cathy, indicated, “We should be about more than just selling chicken. We should be a part of our customers’ lives and the communities in which we serve.”