Do you have a link to the article you're referring? I'd love to read it.
Hi. "Only wanting contact"--a blog post at at the PHM3 blog--mentioned "an older study that found that patrons who had received service from a reference librarian who managed to touch their hand during the interaction (while handing them a slip of paper perhaps) consistently rated the service they received as better than those in a control group who received the same service, but did not have their hand touched during the interaction" on Dec. 2. Unfortunately, no link to the study. I haven't tried to find it yet--but if the ref desk is slow tonight...
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