Objective measures
Unit-level WDB was positively associated with drive-through service times and the unexplained food
figures. These results complement the findings involving supervisor ratings of business unit staff performance
discussed above in that the effects of unit-level WDB were not confined to subjective ratings
of performance, which are arguably susceptible to many types of judgmental biases. The demonstrated
effects of WDB on performance are substantive, and are not purely perceptual effects that exist only in
supervisors’ minds.