Employee Impact on Customer Loyalty (CROSBI ID 491114)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Grbac, Bruno ; Dlačić, Jasmina ; First, Ivana
engleski
Employee Impact on Customer Loyalty
Awareness of the determinants which cause an increase in customer loyalty provides a basis for rapid development of economic and other entities. Desk research has defined impact factors in strengthening customer loyalty. Among these factors, special attention has been paid to analysing what effect the employee has on increased customer loyalty. The results stated have been tested by research in the field.//These results suggest that to increase customer loyalty encouraging employees to offer more than the customer expects and showing the employee how to settle customer complaints have impact.
customer loyalty; employees; development of company
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Podaci o prilogu
241-248.
2002.
objavljeno
Podaci o matičnoj publikaciji
Transition in Central and Eastern Europe : Challenges of 21st Century (ICES 2002) : proceedings
Čičić, Muris ; Brkić, Nenad
Sarajevo: Ekonomski fakultet Sveučilišta u Zagrebu
Podaci o skupu
Transition in Central and Eastern Europe - Challenges of 21st Century
predavanje
17.10.2002-18.10.2002
Sarajevo, Bosna i Hercegovina