Relation Between Employees and Customers Affects to the Positive Word of Mouth Through Customer Satisfaction

Hà, Nguyễn Minh; Tran, Ba Thinh; Huynh, Tam Luong

doi:10.15722/jds.17.6.201906.65

Cited by 16 publications

(10 citation statements)

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“…A study carried out in the hotel industry in China finds that hotel employee adaptability positively affects customer needs (Xie, Guan, & Huan, 2019). In Vietnam, a study was carried out to explore how factors in the relationship between employees and customers affect the customer's positive word of mouth through customer satisfaction; the findings of the study reveal that care, personal connection, and service quality have positive effects on customer satisfaction (Nguyen, Tran, & Huynh, 2019). In China, a study was carried out to examine the role of effective employee involvement in Lean manufacturing and sustainability; the study's findings show that employee involvement significantly impacts Lean manufacturing and environmental sustainability (Chen, Lujan-blanco, & Fortuny-santos, 2020).…”

Section: Employee Relationsmentioning

confidence: 99%

The Indirect Effect of Customer Relations on Lean Social Factors and Organizational Readiness for Change Amongst Manufacturing Smes in Nigeria: PLS-Sem Approach

2022

tmuj

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The paper aims to assess lean readiness within manufacturing SMEs in Nigeria by examining the role of lean social factors, i.e., leadership, organizational culture, and employee relations, on organizational readiness for change (change efficacy and change commitment) through the indirect effect of customer relations. Data was collected from Managers of manufacturing SMEs through questionnaire administration. Three hundred questionnaires were analyzed using Partial Least Square – Structural Equation Modelling 3.3 (PLS-SEM). The study's findings reveal that all social dimensions (organizational culture, leadership, and employee relations) positively and significantly affect customer relations. Also, a significant, positive relationship was found between social dimensions and organizational readiness for change dimensions (change efficacy and change commitment), except for leadership and employee relations on change efficacy. The indirect effect on customer relations was positive and significant in the relationship between social factors and organizational readiness for change dimensions.

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Section: Employee Relationsmentioning

confidence: 99%

The Indirect Effect of Customer Relations on Lean Social Factors and Organizational Readiness for Change Amongst Manufacturing Smes in Nigeria: PLS-Sem Approach

2022

tmuj

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“…Existing studies have highlighted that employees with brand love provide massive opportunities for the involvement of employees in organizations' marketing processes via PWOM. In line with these findings, it is argued that an employee brand love mechanism increases the loyalty of the employee [14], which ultimately improves the PWOM. The current study highlights the intervening role of employee loyalty in the connection between employee brand love and PWOM.…”

Section: Introductionmentioning

confidence: 69%

“…Loyalty has grown to be important for all types of businesses landscapes [38]. The motive behind this phenomenon is the involvement of employees' love with the brand to enhance PWOM through employee loyalty [14]. Firms try to build up employees' loyalty by developing their positive feelings for a brand which is a pleasing and desirable factor for the enhancement and achievement of PWOM [8].…”

Section: Mediating Role Of Employee Loyaltymentioning

confidence: 99%

Nexus between Brand Love, Loyalty, Affective Commitment and Positive Word of Mouth: In the Context of Social Identity Theory

Wang

Omar

2023

Sustainability

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The aim of the current study was to examine how employees are involved in positive word of mouth (PWOM) in the presence of brand love. In this study we also investigate the mediating role of employee loyalty between employee brand love and PWOM links. Furthermore, moderating the role of affective commitment (AC) has also been tested. Data was collected from 296 employees of the tourism sector including hotels and transport and travelling agencies. Collected data were analyzed with the help of correlation, hierarchical regression and Amos 7.0 software. The results proved that employee brand love plays an essential role for the loyalty of employees towards organization and PWOM. Findings also proved that employee’s loyalty directly predict PWOM, but it also acts as mediator for the brand love and PWOM link. The current study adds to the existing literature by investigating how employee brand love is helpful for achieving the PWOM and employee loyalty. Based on the findings of current study, this is a unique study which recommends that management of the tourism sector enhance PWOM with the help of employee brand love and employee loyalty.

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“…Social production forces have been shifting from an economy based on natural resources to a knowledge-are important to it. Economists approach productivity when analyzing the gap between the required and actual capability of the employees (Ha & Luan, 2018;Nguyen, Tran, & Huynh, 2019;Sparreboom & Tarvid, 2016). Sociologists explore the determinants of the quality mismatch and link them to social policies (Luksyte & Spitzmueller, 2011).…”

Section: Introductionmentioning

confidence: 99%

Competency Gap in the Labor Market: Evidence from Vietnam

Le¹,

Doan²,

Nguyen³

et al. 2020

JAFEB

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The relationship between education and work is of the greatest concern to individuals and society because they are the key drivers of growth and development. In the context of Industry 4.0, labor and educators are facing the challenges of big changes in the workplace. How to prepare undergraduate students for the world of employment has become the most important mission of higher education providers. This paper explored the competency gap in the labor market in Vietnam from the perspective of employees who have been dissatisfied with the current status. First, a qualitative method with the Delphi technique was applied to confirm this consensus in an employees' competency model. Then, the satisfaction level for each competency criterion was explored by applying the advance quantitative method, namely, best non-fuzzy performance approach. Lifelong learning was ranked first, followed by creativity and innovation, foreign languages, expertise and digitalization, adaptability, and finally, organizing and managing ability. Critical thinking and problem-solving were perceived to have the biggest gap. The order of competency satisfaction is useful in explaining the mismatch between education quality and labor market demand. The findings provide valuable guidelines for education managers who seek to bridge the competency gap and improve education quality.

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Relation Between Employees and Customers Affects to the Positive Word of Mouth Through Customer Satisfaction

Cited by 16 publications

References 0 publications

The Indirect Effect of Customer Relations on Lean Social Factors and Organizational Readiness for Change Amongst Manufacturing Smes in Nigeria: PLS-Sem Approach

The Indirect Effect of Customer Relations on Lean Social Factors and Organizational Readiness for Change Amongst Manufacturing Smes in Nigeria: PLS-Sem Approach

Nexus between Brand Love, Loyalty, Affective Commitment and Positive Word of Mouth: In the Context of Social Identity Theory

Competency Gap in the Labor Market: Evidence from Vietnam

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