“…Literature suggests that the interactions between customer and staff has a significant impact on the customer’s mood which leads to varied behavioural outcomes in satisfying their social and functional goals (Arnold et al, 2005; Bitner, 1992; Goodwin, 1996; Menon & Dube, 2000; Otnes, Ilhan, & Kulkarni, 2012; Schau, Dellande, & Gilly, 2007; Stock & Hoyer, 2005; verhoef et al, 2009; Westbrook, 1981). It has been well documented that the quality of salesperson interaction and their knowledge level are the key attributes that influence customers’ choice of retail outlet (Mahoney & Sternquist, 1989; Thorpe & Avery, 1983). Bitner (1992) also propounded that the staff interactions play the most critical role in understanding the customers’ expectations and thus facilitating a satisfactory service experience.…”