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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Amélie Clauzel & Caroline Riché, 2015. "Socio-spatial distance during the service delivery process: The case of restaurants," Post-Print hal-03876373, HAL.
    • Handle: RePEc:hal:journl:hal-03876373
    DOI: 10.1177/2051570715578352
    as

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