When it comes to choosing with whom to spend our free time, our decision is usually very easy. But why? WendyPatrickPhD explains.
Researchers have studied the value of rapport in different contexts. The retail industry provides an ideal setting to test different methods of rapport-building between employees and customers. Dwayne D. Gremler and Kevin P.
The category Gremler and Gwinner labeled uncommonly attentive behavior, which includes bestowing special attention upon or making it a point to recognize customers, is of particular interest considering it was the rapport-building behavior most frequently identified by customers themselves. This finding is consistent with common experience in public interactions where we often remember individuals, in settings both personal and professional, by the way they made us feel.
Because selective attention is uncommonly attractive, recognition demonstrates respect and builds rapport in a variety of settings, personal and professional.
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