Customer-oriented communication in retail and Net Promoter Score

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Customer-oriented communication in retail and Net Promoter Score

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Customer-oriented communication in retail and Net Promoter Score

Popis výsledku anglicky

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.

Druh

J_SC - Článek v periodiku v databázi SCOPUS

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2017

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

Journal of Retailing and Consumer Services

ISSN

0969-6989

e-ISSN

—

Svazek periodika

35

Číslo periodika v rámci svazku

March 2017

Stát vydavatele periodika

GB - Spojené království Velké Británie a Severního Irska

Počet stran výsledku

8

Strana od-do

142-149

Kód UT WoS článku

000401361800017

EID výsledku v databázi Scopus

2-s2.0-85008395079