Customer-oriented communication in retail and Net Promoter Score

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F49777513%3A23510%2F17%3A43930373" target="_blank" >RIV/49777513:23510/17:43930373 - isvavai.cz</a>
Result on the web
<a href="http://dx.doi.org/10.1016/j.jretconser.2016.12.009" target="_blank" >http://dx.doi.org/10.1016/j.jretconser.2016.12.009</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1016/j.jretconser.2016.12.009" target="_blank" >10.1016/j.jretconser.2016.12.009</a>

Result language
angličtina
Original language name
Customer-oriented communication in retail and Net Promoter Score
Original language description
The purpose of the survey presented is to examine the level of customer-oriented communication in retail in the Czech Republic. To measure customer-oriented communication and overall customer satisfaction with the shopping process, the mystery shopping technique is used. Customer loyalty is measured and assigned a Net Promoter Score. The results reveal the level of customer-oriented communication in retail in selected industries in the Czech Republic. The findings confirm the positive correlation between asking questions about customer needs and offering product benefits to customers, employees listening and answering, employees’ knowledge of products and responsiveness to customers, and the overall expression of customer satisfaction.
Czech name
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Czech description
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Type
J<sub>SC</sub> - Article in a specialist periodical, which is included in the SCOPUS database
CEP classification
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OECD FORD branch
50204 - Business and management

Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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