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The aim of this paper is to examine the effects of the disconfirmation of expectations of crowding and mall accessibility, on stress and two marketing outcomes, satisfaction and promoter scoring.

Data were obtained through two face-to-face surveys from mall shoppers that answered them at two different moments of their shopping experience, before entering the mall and before leaving it. Results are obtained from 230 customers that answered the two questionnaires.

The findings suggest that stress indirectly influences customer promoter scoring through satisfaction, while disconfirmation of expectations influences it directly and indirectly.

These results also suggest that stress and disconfirmation of expectations about crowding and accessibility are important in determining promoter scoring. To reduce stress and increase satisfaction and promoter scoring, managers should focus on exceeding customers' expectations about mall accessibility and on ensuring that customers experience a lower level of crowding than they expected.

The article examines Net Promoter Scoring, an outcome that has attracted managers' attention but little is known about its antecedents. The paper provides evidence of the effect of disconfirmation of expectations and negative emotions on promoter scoring.

Although the Net Promoter Score (NPS) index is simple, NPS has weaknesses that make NPS's interpretation misleading. The main criticism is that identical index values can correspond to different levels of customer loyalty. This makes difficult to determine whether the company is improving/deteriorating in two different years. The authors describe the application of statistical tools to establish whether identical values may/may not be considered similar under statistical hypotheses.

Equal NPSs with a “similar” component composition should have a two-way table satisfying marginal homogeneity hypothesis. The authors compare the marginals using a cumulative marginal logit model that assumes a proportional odds structure: the model has the same effect for each logit. Marginal homogeneity corresponds to null effect. If the marginal homogeneity hypothesis is rejected, the cumulative odds ratio becomes a tool for measuring the proportionality between the odds.

The authors propose an algorithm that helps managers in their decision-making process. The authors' methodology provides a statistical tool to recognize customer base compositions. The authors suggest a statistical test of the marginal distribution homogeneity of the table representing the index compositions at two times. Through the calculation of cumulative odds ratios, the authors discriminate against the hypothesis of equality of the NPS.

The authors' contribution provides a statistical alternative that can be easily implemented by business operators to fill the known shortcomings of the index in the customer satisfaction's context. This paper confirms that although a single number summarizes and communicates a complex situation very quickly, the number is ambiguous and unreliable if not accompanied by other tools.

For any educational institution, student satisfaction is an important goal. Thus, the purpose of the study is to use a structured improvement process, define–measure–analyse–improve–control (DMAIC) methodology, to improve students’ satisfaction regarding their learning experience at the College of Pharmacy/Umm Al-Qura University.

The study first defines the problem and develops the project charter. Then the study visualizes the students’ learning experience process that is defined using a flow chart and a value stream map. Students’ voices were captured through a modified version of a survey developed by Levitz (2015-2016) that covered different aspects of the students’ learning experience. Next, Pareto analysis and cause-and-effect diagrams were used to identify the few vital factors affecting students’ satisfaction. The net promoter score was chosen as a primary metric to measure students’ satisfaction regarding their learning experience.

The analysis results revealed that there were eight areas of dissatisfaction: poor catering services, improper physical environment, students’ feedback being overlooked, inappropriate measures for course delivery, absence of appropriate advice about future career, inefficient field experience and finally and poor academic support. Based on these results, an improvement plan was prepared and the first stage of the plan was implemented. The success of the plan was investigated by measuring the net promoter score which was increased by about 11.9 per cent after implementation of the first stage of the plan.

The study emphasizes that the DMAIC methodology can be applied successfully to improve students’ learning experience and to discover additional value for students.

This study aims to analyse online customer experience in the hospitality industry through dynamic topic modelling (DTM) and net promoter score (NPS). A novel model that was used for collecting, pre-processing and analysing online reviews was proposed to understand the hidden information in the corpus and gain customer experience.

A corpus with 259,470 customer comments in English was collected. The researchers experimented and selected the best K parameter (number of topics) by perplexity and coherence score measurements as the input parameter for the model. Finally, the team experimented on the corpus using the Latent Dirichlet allocation (LDA) model and DTM with K coefficient to explore latent topics and trends of topics in the corpus over time.

The results of the topic model show hidden topics with the top high-probability keywords that are concerned with customers and the trends of topics over time. In addition, this study also calculated and analysed the NPS from customer rating scores and presented it on an overview dashboard.

The data used in the experiment are only a part of all user comments; therefore, it may not reflect all of the current customer experience.

The management and business development of companies in the hotel industry can also benefit from the empirical findings from the topic model and NPS analytics, which will support decision-making to help businesses improve products and services, increase existing customer satisfaction and draw in new customers.

This study differs from previous works in that it attempts to fill a gap in research focused on online customer experience in the hospitality industry and uses text analytics and NPS to reach this goal.

本研究旨在通过动态主题建模和净推荐值分析酒店业的在线客户体验。 提出了一种用于收集、预处理和分析在线评论的新模型, 以了解语料库中的隐藏信息并获得客户体验。

收集了一个包含 259,470 条英文客户评论的语料库。 研究人员通过 Perplexity 和 Coherence Score 测量结果进行了实验, 并选择了最佳的 K 参数（主题数量）作为模型的输入参数。 最后, 团队使用 Latent Dirichlet allocation (LDA) 模型和具有 K 系数的 Dynamic Topic Model (DTM) 在语料库上进行实验, 以探索语料库中的潜在主题和主题随时间变化的趋势。

主题模型的结果显示了隐藏的主题, 其中包含与客户相关的顶级高概率关键字以及主题随时间的变化趋势。 此外, 该研究还根据客户评分计算和分析净推荐值 (NPS), 并将其显示在概览仪表板上。

实验中使用的数据只是所有用户评论的一部分; 因此, 它可能无法反映所有当前的客户体验。

酒店业公司的管理和业务发展也可以受益于主题模型和 NPS 分析的实证结果, 这将支持决策制定, 帮助企业改进产品和服务, 提高现有客户满意度, 并吸引新客户 .

本研究不同于以往的研究, 因为它试图填补以酒店业在线客户体验为重点的研究空白, 并使用文本分析和 NPS 来实现这一目标。

In 2003 Reichheld published an article in HBR, in which he claims that the net promoter score (NPS), is the only number you need to grow, and the only number you need to manage customer loyalty. The purpose of this paper is to demonstrate that the NPS is inferior to the standard measures of loyalty used by the American Customer Satisfaction Index (ACSI) and EPSI rating.

In 2006 a customer satisfaction survey of the entire insurance sector in Denmark was conducted. The survey design was based on the questionnaires from EPSI rating and ACSI supplemented with insurance-specific questions, consumer sentiment questions and the basic Net Promoter Question. The sample consists of approximately 2,000 observations.

The analyses presented in this paper show that the NPS it not what it claims to be: the one number you need to grow. The NPS is found to be a very poor predictor of both customer loyalty and customer satisfaction. The measure is very sensitive to changes in the underlying distribution, and finally the precision of the NPS was found to be low compared to other measures of loyalty, and it is not possible to predict the NPS categorization and hence it is hard to say precisely, how organizations can influence corporate growth based on the NPS.

The analysis is only conducted on data collected in a Danish business-to-consumer setting. More research is needed to shed light on the performance of the NPS across cultures as well as in a business-to-business setting.

The paper demonstrates the dangers of using the NPS as an input to managerial decision making. Organizations are far better off using a standard customer loyalty measure such as those employed by the ACSI or EPSI instead of the NPS.

Previous studies of the NPS have not replicated the methodology directly. Either there have been differences in scale length or in wording. The authors have constructed an experiment in the Danish insurance industry that answers some of the questions concerning the NPS without the shortcomings that most of the previous studies have suffered from.

The purpose of this study is twofold. First, it aims to provide a review of the Net Promoter© Index (NPI), the evidence of its ability to predict financial performance, and the evidence of its superiority to other voice of customer metrics. Second, it seeks to investigate the nomological validity of the Net Promoter question. It aims to view the NP question as an alternative to the traditional word-of-mouth measure, which is one of the components of customer loyalty. The nomological validity of NP was evaluated in a model including customer satisfaction as an antecedent and repurchase intention as a consequence.

The data for empirically addressing a set of hypotheses related to the nomological validity were collected via self-administered questionnaire. A total of 159 participants completed questions for banking services, 153 individuals completed questions for hairdresser/barber services, and 132 completed questions for cell phone services. The hypotheses were tested using partial least square analysis.

The results provide evidence for the nomological validity of the NPI question; albeit, the traditional word-of-mouth measure seems to perform equally as well or even better.

A set of pros and cons related to NPI are developed. The paper recommends including the NPI in a portfolio of voice of customer metrics but not as a standalone diagnostic tool. Further, given the present state of evidence, it cannot be recommended to use the NPI as a predictor of growth nor financial performance.

The paper provides further insights into the validity of the Net Promoter Index as a measure of customer loyalty.

Executives need a more advanced tool for examining consumers' loyalty, one that provides a sharper, more precise view. this paper aims to introduce such a tool.

The paper looks at Bain's Net Promoter Score (NPS).

The paper finds that the tool needs to focus not on satisfaction and market share but on consumer advocacy, which is key to creating enthusiastic consumers who come back to buy offerings again and again – and are happy about doing it. Bain's NPS can reveal whether consumers identify emotionally with a brand and feel listened to and understood by the company that makes it. NPS scores help identify groups of consumers who feel well served by your product and groups that do not, whose needs you can then probe further. NPS opens a window into how well mass brands are actually serving profitable consumer segments, as opposed to catering to a statistically “typical” consumer who exists only in theory.

Because NPS scores help uncover determinants of future behavior, they provide a much better basis for spotting product weaknesses, evaluating a brand's health and helping gauge whether new products will succeed.

By producing and evaluating NPS data on a regular basis, organizations can institutionalize a cultural shift, making consumer metrics just as practical and auditable as financial metrics like profit and return on equity. They can make performance in the eyes of consumers just as critical a goal as financial performance.

This study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.

The method used in this research is quantitative explanatory method, which surveyed the relationship between satisfaction, loyalty and NPS variables based on the development of previous studies and existing theories. The population in this study were students visiting the state university library in Surabaya, Indonesia, namely Library A, Library B, Library C and Library D. The total number of samples taken was 200 divided equally to each of the universities, with 50 respondents respectively. Data collection was done with a questionnaire.

The Result shows that NPS value for academic library in Indonesia was 8. (1) The probability value of satisfaction with NPS is 0.18 (greater than 0.01) so H1 is rejected, meaning that satisfaction has no significant effect on NPS, (2) The probability value of satisfaction with loyalty is < 0.01 so that H0 is accepted. This means that satisfaction has a significant effect on loyalty and (3) The probability value of loyalty to NPS is < 0.01 so that H0 is accepted. This indicates that loyalty has a significant effect on NPS.

To get user satisfaction, libraries need to improve facilities and services in accordance with the characteristics and needs of users, so that user expectations will be met and achieve satisfaction. When user satisfaction has been fulfilled, user loyalty to library products will be formed, so the NPS score will increase which is manifested by users recommending the library to others. This research has limitations, namely that the object of research is only in public higher education centers, so for generalization it is necessary to add research objects such as private college libraries, public libraries or school libraries.

Research on loyalty by using NPS has not been done much especially in Indonesia. This study also examines the relationship between satisfaction and loyalty on NPS scores.

The paper extends the discussion on the merit of using a net promoter score (NPS) to enhance the service design of organisations and to facilitate quality monitoring and improvement. NPS is a basic measure to assess the likelihood of a customer recommending an organisation to somebody else. This paper aims to show that this metric can be effective in monitoring and improving the quality of workplace training.

Investigating the merit of using NPS to improve organisational training involved a longitudinal study of training provided by IBM. Data is analysed using panel regression and partial correlation methods. Workplace training delivery is the unit of analysis in which an NPS and conventional customer satisfaction score evaluations were conducted at the end of the delivery. The efficacy of these measures to improve quality are compared and insights derived from analysing NPS are investigated.

The findings indicate that, although NPS is not necessarily related to the results or success of a business, from a corporate perspective it can provide a solid basis from which to make business decisions that benefit a company. The authors found that NPS was associated with improved satisfaction with training, although significant regional variations were observed. Building on the data, a service business model is proposed advocating NPS as a tool for continuous improvement.

The contribution to practice includes a clearer understanding of NPS as a quality and service improvement indicator and also as a driver for a service business design. In addition, it is indicated that enterprises operating in multiple regions should consider regional variations in NPS.

By analysis of IBM’s training data, the authors gain an understanding of an industry in which quality and the use of NPS has not been extensively studied. The data also offers a rich dimension in the examination of the factors that should be considered to effectively implement an NPS service improvement plan.

The purpose of this paper is to identify the strengths and areas of improvement for taking organizations one step ahead in terms of adopting digitalization, analytics and governance. Also, the paper aims to identify the organizational cultural traits that influence the adoption of digitization and technology, analytics and governance.

A quantitative analysis of survey questionnaire collected from working professionals of various manufacturing industries to find out the driving traits and the restraining traits and to propose which is dominating. Sector: manufacturing, sample: working professionals across functions and sample size: 80–100 people.

This research suggests the cultural traits that influence the adoption of digitization and technology, analytics and governance in any organization.

As organizations explore new ways of working, their organizational culture and employee perspective would play an important role in prioritizing the interventions. This research aims to suggest a strategy to strengthen the driving forces and/or weaken the restraining forces.

There are various papers available on the individual topics but the uniqueness of this paper is that it represents all three factors in a single research and their influencers.