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

Abstract

A cohesive space in which tables and places intended for customers are laid out. A balance must be struck between the need for profitability and a comfortable welcome with sufficient space for efficient service and without inconveniencing the customers. 1 The commercial discourse of this consultancy firm specializing in the spatial layout of restaurants reflects the challenges associated with restaurant revenue management and 'experiential delivery' in terms of service. These comments accurately reflect the very definition of the service experience in a restaurant, based not only on the culinary offer but also on the social factors that determine the service relationship and atmosphere in the restaurant (Ryu and Han, 2011; Walter, 2008). They also mirror academic and managerial concerns in respect of nonverbal communication between frontline employees and the other people present. The literature has observed that non-verbal elements have a strong influence on consumer behaviour (Bonoma and Felder, 1977; Mehrabian, 1972; Stewart et al., 1987). The effects of these elements are evoked in terms of staff/customer and customer/customer encounters, which are said to be the primary factors in determining the experience of a sit-down meal in a restaurant (Andersson and Mossberg, 2004; Gustafsson et al., 2006).

Co‐presence and mobile apps: Technology's impact on being with others

“…Fellow customers present at the same time as the individual consumer are divided into two subgroups: intentional fellow customers or companions (Borges, Chebat, & Babin, 2010;Chebat, Haj-Salem, & Oliveira, 2014;Debenedetti, 2003), and imposed fellow customers, who are a priori unknown to the individual (Clauzel & Riché, 2015;Colm, Ordanini, & Parasuraman, 2017). The influence of these actors has received a great deal of attention in the service context literature.…”