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Customer-oriented communication in retail and Net Promoter Score

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  • Eger, Ludvík
  • MiÄ Ã­k, Michal

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  • Eger, Ludvík & MiÄ Ã­k, Michal, 2017. "Customer-oriented communication in retail and Net Promoter Score," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 142-149.
    • Handle: RePEc:eee:joreco:v:35:y:2017:i:c:p:142-149
    DOI: 10.1016/j.jretconser.2016.12.009
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    References listed on IDEAS

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    1. Odin, Yorick & Odin, Nathalie & Valette-Florence, Pierre, 2001. "Conceptual and operational aspects of brand loyalty: an empirical investigation," Journal of Business Research, Elsevier, vol. 53(2), pages 75-84, August.
    2. Rachel J. C. Chen & Clayton W. Barrows, 2015. "Developing a Mystery Shopping Measure to Operate a Sustainable Restaurant Business: The Power of Integrating with Corporate Executive Members’ Feedback," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    3. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    4. Alan M. Wilson, 1998. "The Use of Mystery Shopping in the Measurement of Service Delivery," The Service Industries Journal, Taylor & Francis Journals, vol. 18(3), pages 148-163, July.
    5. Engle, Robert, 1998. "Multi-step, structured interviews to select sales representatives in Russia and Eastern Europe," European Management Journal, Elsevier, vol. 16(4), pages 476-484, August.
    6. Pimpakorn, Narumon & Patterson, Paul G., 2010. "Customer-oriented behaviour of front-line service employees: The need to be both willing and able," Australasian marketing journal, Elsevier, vol. 18(2), pages 57-65.
    7. Kim, Moon-Koo & Park, Myeong-Cheol & Jeong, Dong-Heon, 2004. "The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services," Telecommunications Policy, Elsevier, vol. 28(2), pages 145-159, March.
    8. El-Adly, Mohammed Ismail & Eid, Riyad, 2016. "An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 217-227.
    9. Claudia Tarantola & Paola Vicard & Ioannis Ntzoufras, 2012. "Monitoring and Improving Greek Banking Services Using Bayesian Networks: an Analysis of Mystery Shopping Data," Quaderni di Dipartimento 160, University of Pavia, Department of Economics and Quantitative Methods.
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    1. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

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