Methods | Baristafriendliness

We Measured:

1.) Greeting (e.g. any variation of hi or hello)

2.) Positive Affect (e.g. smiling, nodding head)

3.) Indirect Request (e.g. "What can I get for you?")

4.) Polite Response to Order (e.g. Yes, sure, no problem)

5.) Polite closing (e.g. Thank you, have a nice day)

We Measured:

1.) Command to Serve (e.g. Next, nod at customer)

2.) Negative Affect (e.g. frown, scrunched face)

3.) Impolite Response to Order (e.g. no response to order)

4.) Rushed/ Impolite Closing (e.g. does not say anything, rushes them out)

An example of the coding scheme we used to collect data based on our observations.