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Rencontre de service et rôle de la distance sociospatiale : le cas des restaurants

Author

Listed:
  • Amélie Clauzel

    (PRISM Sorbonne - Pôle de recherche interdisciplinaire en sciences du management - UP1 - Université Paris 1 Panthéon-Sorbonne)

  • Caroline Riché

Abstract

La recherche souligne les effets de la distance sociospatiale entre personnels, clients et co-clients sur la durée et les dépenses d'une expérience de consommation au restaurant. La situation dans laquelle l'ensemble des acteurs du service sont très proches les uns des autres (intrusion) induit une minimisation de la durée de consommation et des dépenses. Une préférence pour une position éloignée tant des personnels que des autres clients est notée, notamment lorsque les individus consomment en groupe. Quatre situations interactionnelles de service – intrusion, convivialité, discrétion et froideur – sont interprétées selon la taille du groupe de clients.

Suggested Citation

  • Amélie Clauzel & Caroline Riché, 2015. "Rencontre de service et rôle de la distance sociospatiale : le cas des restaurants," Post-Print hal-02055679, HAL.
    • Handle: RePEc:hal:journl:hal-02055679
    DOI: 10.1177/0767370114564322
    as

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