|Publication type:||Conference paper|
|Type of review:||Peer review (abstract)|
|Title:||Measuring emotions in customer relationships : can NEV replace NPS?|
|Proceedings:||Proceedings of the European Marketing Academy|
|Conference details:||50th Annual European Marketing Academy Conference (EMAC), Madrid, Spain (online), 25-28 May 2021|
|Publisher / Ed. Institution:||European Marketing Academy|
|Subjects:||Emotions; Net emotional value; Net promoter score|
|Subject (DDC):||658.8: Marketing management|
|Abstract:||Most companies capture customer feedback through surveys and use different key performance indicators (KPIs), e.g., customer satisfaction (CUSAT) or Net Promoter Score (NPS). Recently, executives in many companies have lost interest in CUSAT or NPS because results do not change much. As a result, new KPIs are suggested, e.g., Net Emotional Value (NEV). We investigate how NEV should be measured and whether it can replace CUSAT or NPS. We find that the twenty emotions suggested by Shaw (2007) are reasonable. We also find that NEV has a higher explanatory power than CUSAT but a lower explanatory power than NPS. Therefore, we recommend using it as an additional KPI. It can provide valuable input for a company’s communication strategy and can be applied to other data sources than surveys – e.g., text data from complaints or social media posts.|
|Fulltext version:||Published version|
|License (according to publishing contract):||Licence according to publishing contract|
|Departement:||School of Management and Law|
|Organisational Unit:||Institute of Marketing Management (IMM)|
|Appears in collections:||Publikationen School of Management and Law|
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Müller, S., Seiler, R., & Völkle, M. (2021). Measuring emotions in customer relationships : can NEV replace NPS? [Conference paper]. Proceedings of the European Marketing Academy, 94506. http://proceedings.emac-online.org/pdfs/A2021-94506.pdf
Müller, S., Seiler, R. and Völkle, M. (2021) ‘Measuring emotions in customer relationships : can NEV replace NPS?’, in Proceedings of the European Marketing Academy. European Marketing Academy, p. 94506. Available at: http://proceedings.emac-online.org/pdfs/A2021-94506.pdf.
S. Müller, R. Seiler, and M. Völkle, “Measuring emotions in customer relationships : can NEV replace NPS?,” in Proceedings of the European Marketing Academy, 2021, p. 94506. [Online]. Available: http://proceedings.emac-online.org/pdfs/A2021-94506.pdf
Müller, Steffen, et al. “Measuring Emotions in Customer Relationships : Can NEV Replace NPS?” Proceedings of the European Marketing Academy, European Marketing Academy, 2021, p. 94506, http://proceedings.emac-online.org/pdfs/A2021-94506.pdf.
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