Improving customer loyalty through employee characteristics: How employee characteristics influence customer satisfaction and customer loyalty towards Dutch supermarkets

K. Janssens*, J.M.C. Schijns, Lenneke van Ierland

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference Abstract/Poster in proceedingAcademicpeer-review

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Original languageEnglish
Title of host publicationAssociation for Business Communication (ABC)
Subtitle of host publicationProceedings of the 86th Annual International Conference October 18-23, 2021 – Virtual
EditorsWhittle Leigh Ann
PublisherAssociation for Business Communication (ABC)
Pages413-414
Number of pages2
Publication statusPublished - 23 Oct 2021
Event13th Annual GABC Tricontinental Annual Conference with the 86th Annual ABC International Conference - Online, Tampa, United States
Duration: 18 Oct 202123 Oct 2021
https://www.businesscommunication.org/p/cm/ld/fid=1114&source=5

Conference

Conference13th Annual GABC Tricontinental Annual Conference with the 86th Annual ABC International Conference
Abbreviated titleGABC
Country/TerritoryUnited States
CityTampa
Period18/10/2123/10/21
Internet address

Keywords

  • customer loyalty
  • customer satisfaction
  • employee characteristics
  • Supermarkets
  • marketing communication

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