Organized retailing registered substantial growth during the last decade. Shopping malls have come up in almost all urban localities. The malls promise buying experience as well as shopping experience...

Organized retailing registered substantial growth during the last decade. Shopping malls have come up in almost all urban localities. The malls promise buying experience as well as shopping experience to the consumers in service interactions. You are required to study (a) the interactive process in a shopping mall. (b) the determinants of employee and consumer participation behaviour.