... Publishing Limited Licensed re-use rights only Consumer behavior Service encounter Field study Bodily basis Physical proximity This paper examines whether and how the physical proximity between salespeople and consumers influences consumers’ shopping responses in terms of short-term...

...Yufei Zhao; Li Yan; Hean Tat Keh Purpose There is considerable research examining the consequences and contingency factors of customer participation in the service encounter. In comparison, there is disproportionately less research examining the antecedents of customer participation. This paper...

... positive reactions to professionals using decision aids, as long as they do not replace expert judgment. © Emerald Group Publishing Limited 2015 Service encounter Decision aids Experimental design Professional recommendations The importance of a personal interaction with a service...