Impact of relations between employees and customers to the customers’ positive word-of-mouth in real estate industry
DOI:
https://doi.org/10.46223/HCMCOUJS.econ.en.5.2.63.2015Keywords:
Caring, Familiarity, Relationship between Employee and Customer, Personal connection, Trust, Word-of-Mouth.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.Downloads
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Received:
2020-03-01
Accepted:
2020-03-01
Published:
2015-12-20
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Abstract: 604 PDF: 332
How to Cite
Nam, P. N., Ha, N. M., & Dung, N. H. (2015). Impact of relations between employees and customers to the customers’ positive word-of-mouth in real estate industry. HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, 5(2), 17–28. https://doi.org/10.46223/HCMCOUJS.econ.en.5.2.63.2015
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© The Author(s) 2025. This is an open access publication under CC BY NC licence.