Pregled bibliografske jedinice broj: 120553
Employee Impact on Customer Loyalty
Employee Impact on Customer Loyalty // Transition in Central and Eastern Europe : Challenges of 21st Century (ICES 2002) : proceedings / Čičić, Muris ; Brkić, Nenad (ur.).
Sarajevo: Ekonomski fakultet Sveučilišta u Zagrebu, 2002. str. 241-248 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)
CROSBI ID: 120553 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
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 : Ekonomski fakultet Sveučilišta u Zagrebu, 2002, 241-248
Skup
Transition in Central and Eastern Europe-Challenges of 21st Century
Mjesto i datum
Sarajevo, Bosna i Hercegovina, 17.10.2002. - 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
