"E-Commerce Failed on Its Own Merits"

Retail anthropologist Paco Underhill talks about why e-tailing may never live up to its hype

Thanks to Paco Underhill, American retailers now all know about the "butt-brush" factor. You see, store customers don't like narrow aisles, says Underhill, one of the country's top authorities on how consumers behave in retail stores: "Once you jostle someone from behind, the person tends to flee what is presumably an uncomfortable situation -- no matter how fabulous the product."

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