... 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 © Emerald Group...

... step we employed a web‐based survey via the on‐line survey company, SurveyMonkey.com The survey was distributed through four distribution channels: 1. Publicom, Inc., a Michigan‐based marketing communications firm. 2. Secondwind Network. 3. The Detroit Chamber of Commerce. 4...

... 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...