Employees as Brand Ambassadors: A Case Study Exploring the Impact of Employees’ Communication on Consumer Behavior

Abstract

The paper analyses the impact of employees’, as brand ambassadors’, communication on consumer behavior by empirically evaluating and comparing it from the view of customers. The theoretical part of the paper discusses the concept of brand ambassadors, specifics of employees as brand ambassadors and communication features related to it. After discussing theoretical insights on the topic, it is continued with the findings of the study from the selected Lithuanian case addressing main research question – how communication of employees as brand ambassadors affects consumer behavior. Research results proved that communication of employees as brand ambassadors increase customer interest and trust towards the company, however the impact towards purchase intention is not significant.