EMPLOYEE ATTITUDE, REFLECTION OF MANAGEMENT: KEY FACTORS OF COMMUNICATION IN COMMERCE

Demyen Suzana
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Demyen Suzana: BABES – BOLYAI UNIVERSITY, FACULTY OF ECONOMICS AND BUSINESS ADMINISTRATION, DEPARTMENT OF BUSINESS ADMINISTRATION - RESITA

Annals - Economy Series, 2026, vol. 2, 293-306

Abstract: This paper studies the attitude of employees as a reflection of management and reveals how it influences the quality of communication in trade. The analysis carried out starts from the premise that the interaction between the customer and the employee is not only an operational dimension of services, but an expression of the organisational culture and managerial policies. The research results highlight the fact that many of the problems reported by customers cannot be explained exclusively by the lack of individual training, but reflect systemic deficiencies: insufficient training, lack of motivation or the absence of a clear orientation towards the customer, aspects directly influenced by managerial decisions. The attitudes shown by employees – willingness to help, empathy, way of expression or, on the contrary, apathy and lack of interest – become indicators of the way in which the organisation treats its human resources and defines its strategy for relating to the market. In this sense, effective communication with the customer is more than a simple interpersonal act; it constitutes a strategic competitive advantage, difficult for the competition to replicate. The central conclusion emphasizes that the success of commercial organisations depends on management's ability to promote a customer-oriented culture and transform employee attitudes into a vector of organisational values.

Keywords: employees; management; commercial communication; organisational culture; customer satisfaction (search for similar items in EconPapers)
Date: 2026
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