The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
A Longitudinal Examination of Net Promoter and Firm Revenue Growth
Abstract
Managers have widely embraced and adopted the Net Promoter metric, which noted loyalty consultant Frederick Reichheld advocates as the single most reliable indicator of firm growth compared with other loyalty metrics, such as customer satisfaction and retention. Recently, however, there has been considerable debate about whether this metric is truly superior. This article (1) employs longitudinal data from 21 firms and 15,500-plus interviews from the Norwegian Customer Satisfaction Barometer to replicate the analyses used in Net Promoter research and (2) compares Reichheld and colleagues' findings with the American Customer Satisfaction Index. Using industries Reichheld cites as exemplars of Net Promoter, the research fails to replicate his assertions regarding the “clear superiority” of Net Promoter compared with other measures in those industries.
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Cites
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Corporate Social Responsibility, Customer Satisfaction, and Market Value
Luo, X., & Bhattacharya, C. B. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.4.001 · Cited by 3,439
Diagnosing measurement equivalence in cross-national research.
Mullen, M. R. (1995) · Journal of International Business Studies · doi:10.1057/palgrave.jibs.8490187 · Cited by 863
The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance
Morgan, N. A., & Rego, L. L. (2006) · Marketing Science · doi:10.1287/mksc.1050.0180 · Cited by 505
A cross-cultural study of interpersonal information exchange
Dawar, N., Parker, P. M., & Price, L. J. (1996) · Journal of International Business Studies · doi:10.1057/palgrave.jibs.8490142 · Cited by 276
Cited by
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Customer engagement behavior: Theoretical foundations and research directions
van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010) · Journal of Service Research · doi:10.1177/1094670510375599 · Cited by 3,536
Undervalued or overvalued customers: Capturing total customer engagement value
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010) · Journal of Service Research · doi:10.1177/1094670510375602 · Cited by 1,382
Self-citationMeasuring the impact of positive and negative word of mouth on brand purchase probability
East, R., Hammond, K., & Lomax, W. (2008) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2008.04.001 · Cited by 629
Towards the ‘perfect’ customer experience
Frow, P., & Payne, A. (2007) · Journal of Brand Management · doi:10.1057/palgrave.bm.2550120 · Cited by 386
Metadata
- Authors
- Keiningham, T. L., Cooil, B., Andreassen, T. W., & Aksoy, L.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2007-07
- Volume
- 71
- Issue
- 3
- Pages
- 39-51
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2155963213
- Cited by
- 383
- References
- 5
- FWCI
- 21.79
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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