The NPS and the ACSI: a critique and an alternative metric

East, Robert, Romaniuk, Jenni and Lomax, Wendy (2011) The NPS and the ACSI: a critique and an alternative metric. International Journal of Market Research, 53(3), pp. 327-346. ISSN (print) 1470-7853

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Item Type: Article
Uncontrolled Keywords: word-of-mouth, customer satisfaction, purchase probability, shareholder value, intentions, returns
Research Area: Business and management studies
Faculty, School or Research Centre: Faculty of Business and Law > Kingston Business School (Strategy, Marketing and Entrepreneurship) (until July 2013)
Faculty of Business and Law
Depositing User: Automatic Import Agent
Date Deposited: 06 Jul 2011 09:26
Last Modified: 22 Jan 2013 13:32
URI: http://eprints.kingston.ac.uk/id/eprint/19568

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