Publication

Satisfaction as a predictor of future performance: A replication

van Doorn, J., Leeflang, P. S. H. & Tijs, M., Sep-2013, In : International Journal of Research in Marketing. 30, 3, p. 314-318 5 p.

Research output: Contribution to journalArticleAcademicpeer-review

APA

van Doorn, J., Leeflang, P. S. H., & Tijs, M. (2013). Satisfaction as a predictor of future performance: A replication. International Journal of Research in Marketing, 30(3), 314-318. https://doi.org/10.1016/j.ijresmar.2013.04.002

Author

van Doorn, Jenny ; Leeflang, Peter S. H. ; Tijs, Marleen. / Satisfaction as a predictor of future performance : A replication. In: International Journal of Research in Marketing. 2013 ; Vol. 30, No. 3. pp. 314-318.

Harvard

van Doorn, J, Leeflang, PSH & Tijs, M 2013, 'Satisfaction as a predictor of future performance: A replication', International Journal of Research in Marketing, vol. 30, no. 3, pp. 314-318. https://doi.org/10.1016/j.ijresmar.2013.04.002

Standard

Satisfaction as a predictor of future performance : A replication. / van Doorn, Jenny; Leeflang, Peter S. H.; Tijs, Marleen.

In: International Journal of Research in Marketing, Vol. 30, No. 3, 09.2013, p. 314-318.

Research output: Contribution to journalArticleAcademicpeer-review

Vancouver

van Doorn J, Leeflang PSH, Tijs M. Satisfaction as a predictor of future performance: A replication. International Journal of Research in Marketing. 2013 Sep;30(3):314-318. https://doi.org/10.1016/j.ijresmar.2013.04.002


BibTeX

@article{d0a09fc548d4417b9b2af35e13e0c71e,
title = "Satisfaction as a predictor of future performance: A replication",
abstract = "Since the introduction of the Net Promoter concept there has been a vivid and ongoing debate among academics and practitioners about the performance of the Net Promoter Score (NPS) in comparison to other customer metrics, such as customer satisfaction, to predict company growth rates. We report results from a study using data from customers and firms in the Netherlands on the relationship between different satisfaction and loyalty metrics as well as the NPS with sales revenue growth, gross margins and net operating cash flows. We find that all metrics perform equally well in predicting current gross margins and current sales revenue growth and equally poor for predicting future sales growth and gross margins as well as current and future net cash flows. The NPS is neither superior nor inferior to other metrics. Taken together, our study suggests that the predictive capability of customer metrics, such as NPS, for future company growth rates is limited. (C) 2013 Elsevier B.V. All rights reserved.",
author = "{van Doorn}, Jenny and Leeflang, {Peter S. H.} and Marleen Tijs",
year = "2013",
month = "9",
doi = "10.1016/j.ijresmar.2013.04.002",
language = "English",
volume = "30",
pages = "314--318",
journal = "International Journal of Research in Marketing",
issn = "0167-8116",
publisher = "ELSEVIER SCIENCE BV",
number = "3",

}

RIS

TY - JOUR

T1 - Satisfaction as a predictor of future performance

T2 - A replication

AU - van Doorn, Jenny

AU - Leeflang, Peter S. H.

AU - Tijs, Marleen

PY - 2013/9

Y1 - 2013/9

N2 - Since the introduction of the Net Promoter concept there has been a vivid and ongoing debate among academics and practitioners about the performance of the Net Promoter Score (NPS) in comparison to other customer metrics, such as customer satisfaction, to predict company growth rates. We report results from a study using data from customers and firms in the Netherlands on the relationship between different satisfaction and loyalty metrics as well as the NPS with sales revenue growth, gross margins and net operating cash flows. We find that all metrics perform equally well in predicting current gross margins and current sales revenue growth and equally poor for predicting future sales growth and gross margins as well as current and future net cash flows. The NPS is neither superior nor inferior to other metrics. Taken together, our study suggests that the predictive capability of customer metrics, such as NPS, for future company growth rates is limited. (C) 2013 Elsevier B.V. All rights reserved.

AB - Since the introduction of the Net Promoter concept there has been a vivid and ongoing debate among academics and practitioners about the performance of the Net Promoter Score (NPS) in comparison to other customer metrics, such as customer satisfaction, to predict company growth rates. We report results from a study using data from customers and firms in the Netherlands on the relationship between different satisfaction and loyalty metrics as well as the NPS with sales revenue growth, gross margins and net operating cash flows. We find that all metrics perform equally well in predicting current gross margins and current sales revenue growth and equally poor for predicting future sales growth and gross margins as well as current and future net cash flows. The NPS is neither superior nor inferior to other metrics. Taken together, our study suggests that the predictive capability of customer metrics, such as NPS, for future company growth rates is limited. (C) 2013 Elsevier B.V. All rights reserved.

U2 - 10.1016/j.ijresmar.2013.04.002

DO - 10.1016/j.ijresmar.2013.04.002

M3 - Article

VL - 30

SP - 314

EP - 318

JO - International Journal of Research in Marketing

JF - International Journal of Research in Marketing

SN - 0167-8116

IS - 3

ER -

ID: 5933117