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The gender bias of the Net Promoter Score
16 references·0 citing·43 second hop
The gender bias of the Net Promoter Score (2011)The gender bias of the Net Promoter ScoreIs the NPS a trustworthy performance measure? (2014)Is the NPS a trustworthy perf…The relationship between job satisfaction and national culture (2010)The relationship between job …An investigation of the cross-national determinants of customer satisfaction (2010)An investigation of the cross…Linking Customer Loyalty to Growth (2008)Linking Customer Loyalty to G…A holistic examination of Net Promoter (2008)A holistic examination of Net…The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007)The value of different custom…Questions about the Ultimate Question: Conceptual Considerations in Evaluating Reichheld's Net Promoter Score (NPS) (2007)Questions about the Ultimate …A Longitudinal Examination of Net Promoter and Firm Revenue Growth (2007)A Longitudinal Examination of…The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance (2006)The Value of Different Custom…The One Number You Need to Grow (2004)The One Number You Need to Gr…The Role of Gender in Reactions to Service Failure and Recovery (2003)The Role of Gender in Reactio…The one number you need to grow. (2003)The one number you need to gr…Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics (2001)Satisfaction, Repurchase Inte…Improving Rating Scale Measures by Detecting and Correcting Bias Components in Some Response Styles (1992)Improving Rating Scale Measur…Yeasayers and naysayers: Agreeing response set as a personality variable. (1960)Yeasayers and naysayers: Agre…Verbal Attitudes and Overt Acts: An Experiment on the Salience of Attitudes (1958)Verbal Attitudes and Overt Ac…The Social Psychology of Procedural Justice (1988)Gender and leadership style: A meta-analysis. (1990)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Social-Servicescape Conceptual Model (2003)A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2010)To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? 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References

  • 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,290 cited
  • 2004The One Number You Need to Grow2,046 cited
  • 2003The one number you need to grow.1,683 cited
  • 1960Yeasayers and naysayers: Agreeing response set as a personality variable.688 cited
  • 2006The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance540 cited
  • 2007The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet442 cited
  • 2007A Longitudinal Examination of Net Promoter and Firm Revenue Growth420 cited
  • 1992Improving Rating Scale Measures by Detecting and Correcting Bias Components in Some Response Styles267 cited
  • 2003The Role of Gender in Reactions to Service Failure and Recovery195 cited
  • 1958Verbal Attitudes and Overt Acts: An Experiment on the Salience of Attitudes166 cited
  • 2010An investigation of the cross-national determinants of customer satisfaction117 cited
  • 2007Questions about the Ultimate Question: Conceptual Considerations in Evaluating Reichheld's Net Promoter Score (NPS)90 cited
  • 2008A holistic examination of Net Promoter85 cited
  • 2008Linking Customer Loyalty to Growth82 cited

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  • 2014Is the NPS a trustworthy performance measure?71 cited
  • 2010The relationship between job satisfaction and national culture64 cited
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