Socio-spatial distance during the service delivery process: The case of restaurants

Amélie Clauzel () and Caroline Riché ()
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Amélie Clauzel: UP1 - Université Paris 1 Panthéon-Sorbonne, PRISM Sorbonne - Pôle de recherche interdisciplinaire en sciences du management - UP1 - Université Paris 1 Panthéon-Sorbonne
Caroline Riché: ICD - Institut International du Commerce et du Développement

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Abstract: This research highlights the effects of socio-spatial distance between frontline employees, customers and co-clients in restaurants on the duration and expense of the consumption experience. Situations in which all those involved are very close to one another (intrusion) reduce both of these variables. The authors note a preference for positions removed both from staff and from fellow customers, especially in the case of individuals consuming as part of a group. Four interactional service situations – intrusion, conviviality, discretion and coldness – are interpreted according to customer group sizes.

Date: 2015-06
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Published in Recherche et Applications en Marketing (English Edition), 2015, 30 (2), pp.5-29. ⟨10.1177/2051570715578352⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03876373

DOI: 10.1177/2051570715578352

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