Impact of relations between employees and customers to the customers’ positive word-of-mouth in real estate industry

Phan Nhat Nam (), Minh Nguyen and Nguyen Huu Dung
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Phan Nhat Nam: Ho Chi Minh City Open University, Vietnam
Nguyen Huu Dung: Ho Chi Minh City Open University, Vietnam

HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, 2015, vol. 5, issue 2, 17-28

Abstract: 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.

Keywords: Caring; Familiarity; Relationship between Employee and Customer; Personal connection; Trust; Word-of-Mouth. (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:bjw:econen:v:5:y:2015:i:2:p:17-28

DOI: 10.46223/HCMCOUJS.econ.en.5.2.63.2015

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