文章基本信息

标题：Impact of relations between employees and customers to the customers’ positive word-of-mouth in real estate industry
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作者：Phan Nhat Nam ; Nguyen Minh Ha ; Nguyen Huu Dung 等
期刊名称：Ho Chi Minh City Open University Journal of Science - Economics and Business Administration
印刷版ISSN：2734-9314
电子版ISSN：2734-9586
出版年度：2015
卷号：5
期号：2
页码：17-28
DOI：10.46223/HCMCOUJS.econ.en.5.2.63.2015
语种：English
出版社：HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE
摘要：The study aims to explore and measure the relationship between employees and customers impacting positively to the word-of-mouth of customers who bought house from the real estate developers in Ho Chi Minh City. The study was based on survey data from 300 customers who bought house from the real estate developers in Ho Chi Minh City and using techniques of Cronbach Alpha analysis and Exploratory Factor Analysis (EFA). The study shows 4 factors of customer relationship affecting positively customers’ word-of-mouth, including: (1) Familiarity; (2) Personal connection; (3) Care; (4) Trust. From the findings, the study suggests some policy implications to the real estate developers to improve the customers’ positive word-of-mouth.