International Journal of Market Research, Volume 66, Issue 2-3, Page 278-302, March/May 2024. Although the lay appeal of the Net Promoter Score (NPS) is undeniable, scholars have noted concerns over its use based on conceptual and empirical grounds. We address these concerns through an examination of three research questions: (1) To what extent do NPS […]
International Journal of Market Research, Volume 66, Issue 2-3, Page 171-173, March/May 2024. International Journal of Market Research, Volume 66, Issue 2-3, Page 171-173, March/May 2024. <br/> Read More
Two decades of Net Promoter Score: Relevance or evidence? Read More »
International Journal of Market Research, Volume 66, Issue 2-3, Page 174-181, March/May 2024. Despite its widespread adoption by industry, the academic literature is quite skeptical about the Net Promoter Score (NPS). Given the persistent use of NPS by managers, this research note provides a deeper understanding of its practical implementation while exploring the potential benefits
From Research to Action: Enhancing Net Promoter Score Utilization in Managerial Practice Read More »
International Journal of Market Research, Volume 66, Issue 2-3, Page 182-198, March/May 2024. The Net Promoter Score (NPS) is a popular management tool that is used in a variety of ways by firms, not-for-profits, and government. This study firstly provides an overview of the various ways in which the NPS is used. It then canvasses
The net promoter score: What should managers know? Read More »
