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Exchange Theory of Communication explains communication as a process in which individuals interact to gain rewards and reduce costs. In retail interactions, both the retailer and the customer participate in communication with the expectation of receiving value. The retailer seeks sales, loyalty, positive reputation, and repeat business, while the customer expects quality products, fair prices, convenience, satisfaction, and respectful treatment. Applying this theory to retail management helps in understanding customer behavior and designing effective communication strategies. In a retail store, every interaction between staff and customers can be seen as an exchange relationship. When a customer enters a store, the retailer offers information, greetings, assistance, and ________ ________ ____ _____ _______ _____ _____ _______ ____ ________ ____ _______.
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