Two decades of Net Promoter Score: Relevance or evidence?

Abstract

Get full access to this article

View all access options for this article.

References

Baehre

(2023). From research to action: Enhancing net promoter score utilization in managerial practice. International Journal of Market Research, 66(2–3). https://doi.org/10.1177/14707853231209893

Bain

(2007). Net promoter score under attack, Research Live. https://www.research-live.com/article/features/net-promoter-score-under-attack/id/2001829

Bettencourt

L. A.

Houston

M. B.

(2023). The untested assumption: Can a net promoter study be used to improve net promoter score? International Journal of Market Research, 66(2–3). https://doi.org/10.1177/14707853231198780

Dawes

J. G.

(2023). The net promoter score: What should managers know? International Journal of Market Research, 66(2–3). https://doi.org/10.1177/14707853231195003

Keiningham

T. L.

Cooil

Andreassen

T. W.

Aksoy

(2007). A longitudinal examination of net promoter and firm revenue growth. Journal of Marketing, 71(3), 39–51. https://doi.org/10.1509/jmkg.71.3.39

Kumar

Jones

Venkatesan

Leone

R. P.

(2011). Is market orientation a source of sustainable competitive advantage or simply the cost of competing? Journal of Marketing, 75(1), 16–30. https://doi.org/10.1509/jmkg.75.1.16

Pechter

Kuusik

(2023). NPS from the customer’s perspective: The influence of the recent experience. International Journal of Market Research, 66(2–3). https://doi.org/10.1177/14707853231214188

Reichheld

(2019). NPS: It’s not about the score, LinkedIn. https://www.linkedin.com/pulse/nps-its-score-fred-reichheld/