A Longitudinal Examination of Net Promoter and Firm Revenue Growth

By Timothy L. Keiningham, Bruce Cooil, Tor Wallin Andreassen, Lerzan Aksoy. 2007

384 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/dfe04f3d83fee37a617d9cacfebc331605dc4bfc

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. C. Ranaweera
2. Chanaka Jayawardhena
3. Xueming Luo
4. John G. Lynch
5. Donald R. Lehmann
6. Yang Cao
7. Che-hui Lien
8. Wai-Ching Poon

In Marketing

1. Chanaka Jayawardhena
2. C. Ranaweera
3. Xueming Luo
4. Bruce Cooil
5. Lerzan Aksoy
6. R. Venkatesan
7. Vikas Kumar
8. Timothy L. Keiningham

In Organizational Behavior and Human Resource Management

1. C. Ranaweera
2. Chanaka Jayawardhena
3. Xueming Luo
4. Bruce Cooil
5. Lerzan Aksoy
6. R. Venkatesan
7. Vikas Kumar
8. Timothy L. Keiningham

Citations in the corpus

• Reflections on the replication corner: In praise of conceptual replications (2015, background): “…banking security), and model specification and estimation Van Doorne et al. (2013) Satisfaction as a predictor of future performance: A replication Keiningham et al. (2007), JM; Morgan and Rego (2006), Marketing Science; Reichheld (2003)HBR Prior work disputed which customer metric best predicts…”
• Quantifying the Long-Term Impact of Negative Word of Mouth on Cash Flows and Stock Prices (2009, background): “Furthermore, we contribute to literature on how to model direct and reversed feedback effects because in non-VAR models “it is difficult to draw clean inferences of reversed causality” (Keiningham et al. 2007, p. 47).”
• Talk Up or Criticize? Customer Responses to WOM About Competitors During Social Interactions (2014, positive): “The main theoretical contribution comes from the application of SIT to explain how, contrary to the popular view in the NPS literature, receipt of WOM (either positive or negative) about competing SPs leads to the generation of WOM of the same valence about own SP.”
• Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value (2010, background): “There is also a great deal of anecdotal evidence that WOM can play a significant role in a firm’s sales and marketing efforts (e.g., The Blair Witch Project, and the Anita Diamant novel, The Red Tent (Keiningham et al. 2007).”
• The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007, result): “Researchers, however, have reported being unable to replicate the findings reported by Reichheld (2003), Satmetrix (2004) and Keiningham et al. (2007).”