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Customer mindset metrics: A systematic evaluation of the net promoter score (NPS) vs. alternative calculation methods
16 references·2 citing·45 second hop
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(1999)Measuring the impact of positive and negative word of mouth on brand purchase probability (2008)Social Media and Firm Equity Value (2012)Customer engagement in social media: a framework and meta-analysis (2020)Corporate Forecasts of Earnings Per Share and Stock Price Behavior: Empirical Test (1976)The Balanced Scorecard (1998)Transforming the Balanced Scorecard from Performance Measurement to Strategic Management: Part I (2001)Performance implications of strategic performance measurement in financial services firms (2003)Customer Satisfaction and Shareholder Value (2004)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Zero defections: quality comes to services. (1990)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Earnings, Book Values, and Dividends in Equity Valuation* (1995)Customer Satisfaction and Stock Prices: High Returns, Low Risk (2005)A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics (2006)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Commitment-Trust Theory of Relationship Marketing (1994)Customer Engagement as a New Perspective in Customer Management (2010)Drivers of consumer–brand identification (2012)Understanding Customer Experience Throughout the Customer Journey (2016)Measurement of Business Performance in Strategy Research: A Comparison of Approaches (1986)The Company and the Product: Corporate Associations and Consumer Product Responses (1997)Brands and Branding: Research Findings and Future Priorities (2006)Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases? (2018)Research in marketing strategy (2018)A New Product Growth for Model Consumer Durables (1969)Telling more than we can know: Verbal reports on mental processes. (1977)The Psychological Meaning of Words: LIWC and Computerized Text Analysis Methods (2009)Natural language processing (NLP) in management research: A literature review (2020)Better Marketing for a Better World (2021)Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis (2021)Building and sustaining profitable customer loyalty for the 21st century (2004)The Nature and Role of Feedback Text Comments in Online Marketplaces: Implications for Trust Building, Price Premiums, and Seller Differentiation (2006)Exploring the relationship between leadership, operational practices, institutional pressures and environmental performance: A framework for green supply chain (2014)Overcoming the J-shaped distribution of product reviews (2009)
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References

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  • 2014

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Panel Data
259 cited
  • 2013Reexamining the Market Share–Customer Satisfaction Relationship239 cited
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    • 2022How can innovation district performance be assessed? Insights from South East Queensland, Australia6 cited
    • 2023A methodology for identifying typologies to improve innovation district outcomes: The case of South East Queensland1 cited