... and persuasion knowledge is high. Research limitations/implications – The study setting is an initial healthcare encounter. Other service settings and service provider communication behaviors, such as empathy, responding to customer queries, and length of encounter are not considered in this study...

...Catheryn S.C. Khoo‐Lattimore Christine   Daymon and Immy   Holloway . Qualitative Research Methods in Public Relations and Marketing Communications . London, and New York : Routledge   2011 . 397 pp. , ISBN: 978‐0‐415‐47118‐3 1st edition 2002 However...

... Communication Measurement The service sector has always been an industry in which the customer experience is at the core of its being. While the notion of the consumer's experience has been long noted, the concept had gone largely unrecognized until B. Joseph Pine II and James H. Gilmore popularized...

... in establishments that sold high‐priced goods. Research limitations/implications Future research could include an examination of actual dialogue between the provider and customer. Originality/value This study contributes to knowledge about non‐verbal communication within service encounters. Implications...