Neither WDB nor OCBO were found to be predictive of counter service times. While, at first light,
these results appear to be inconsistent with the remaining findings, upper management of the organization
voiced some concerns over the use of counter service time as a measure of performance. Specifically,
upper management indicated that although the computer controlling the till is responsible for
storing the figures, it is the user of the till that ‘declares’ an order as being received by the customer by
pressing a button on the till. Therefore, the counter service time measure is subject to operator manipulation
and carelessness. This should lower the reliability of the counter service measure, which would
likely have attenuated the overall correlations involving this measure.