The effect of touch on compliance with a restaurant's employee suggestion
The effect of touch on compliance with a restaurant's employee suggestion
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触摸对遵守餐厅员工建议的影响
DOI：
10.1016/j.ijhm.2006.12.004
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发表时间：
2007
影响因子：
11.7
通讯作者：
Gaëlle Boulbry
中科院分区：
文献类型：
--
作者：
N. Guéguen;Céline Jacob;Gaëlle Boulbry
许多实验研究表明，触摸增加了对“触摸者”提出的请求的依从性。顾客的行为也受到触觉接触的影响。酒吧或餐馆的服务员在轻微接触顾客时比没有接触时得到更积极的评价和更高的小费。在一家有256名顾客的餐馆中对触觉接触的效果进行了新的评估。当把菜单呈现给顾客时，服务员被指示做出或不做出关于一顿饭的建议（控制条件）。在一半的情况下，当提出这个建议时，员工轻轻地触摸了顾客的前臂。结果表明，与控制条件相比，建议对顾客的选择有积极的影响，特别是当顾客被员工触摸时。讨论了触觉接触的理论和实际意义。
Numerous experimental studies have shown that touch increases compliance with a request made by the “toucher”. Customer's behavior is also affected by tactile contact. Waiters or waitresses in a bar or in a restaurant were evaluated more positively and received higher tips when they slightly touched the customer than when no tactile contact was used. A new evaluation of the effect of tactile contact was made in a restaurant with 256 patrons. When presenting the menu to a patron, the waiter or the waitress was instructed to make or not make (control condition) a suggestion about a meal. In half of the cases, when making this suggestion, the employee slightly touched the patron on the forearm. Results showed that, compared to a control condition, the suggestion had a positive effect on patron's choice especially when the patron was touched by the employee. Theoretical and practical implication of tactile contact are discussed.