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Pregled bibliografske jedinice broj: 120553

Employee Impact on Customer Loyalty


Grbac, Bruno; Dlačić, Jasmina; First, Ivana
Employee Impact on Customer Loyalty // Transition in Central and Eastern Europe : Challenges of 21st Century (ICES 2002) : proceedings / Čičić, Muris ; Brkić, Nenad (ur.).
Sarajevo: Faculty of Economics, 2002. str. 241-248 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)


Naslov
Employee Impact on Customer Loyalty

Autori
Grbac, Bruno ; Dlačić, Jasmina ; First, Ivana

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Transition in Central and Eastern Europe : Challenges of 21st Century (ICES 2002) : proceedings / Čičić, Muris ; Brkić, Nenad - Sarajevo : Faculty of Economics, 2002, 241-248

Skup
Transition in Central and Eastern Europe-Challenges of 21st Century

Mjesto i datum
Sarajevo, Bosna i Hercegovina, 17.-18.10.2002.

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Customer loyalty; employees; development of company

Sažetak
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.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija



POVEZANOST RADA


Projekt / tema
0081008

Ustanove
Ekonomski fakultet, Rijeka