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  2. School of Management and Law
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dc.contributor.authorMüller, Steffen-
dc.contributor.authorSeiler, Roger-
dc.contributor.authorVölkle, Melanie-
dc.date.accessioned2021-10-01T13:31:14Z-
dc.date.available2021-10-01T13:31:14Z-
dc.date.issued2021-
dc.identifier.urihttp://proceedings.emac-online.org/pdfs/A2021-94506.pdfde_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/23245-
dc.description.abstractMost 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.de_CH
dc.language.isoende_CH
dc.publisherEuropean Marketing Academyde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectEmotionsde_CH
dc.subjectNet emotional valuede_CH
dc.subjectNet promoter scorede_CH
dc.subject.ddc658.8: Marketingmanagementde_CH
dc.titleMeasuring emotions in customer relationships : can NEV replace NPS?de_CH
dc.typeKonferenz: Paperde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Management and Lawde_CH
zhaw.organisationalunitInstitut für Marketing Management (IMM)de_CH
zhaw.conference.details50th Annual European Marketing Academy Conference (EMAC), Madrid, Spain (online), 25-28 May 2021de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.pages.start94506de_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.publication.reviewPeer review (Abstract)de_CH
zhaw.title.proceedingsProceedings of the European Marketing Academyde_CH
zhaw.author.additionalNode_CH
zhaw.display.portraitYesde_CH
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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, Roger SEILER und Melanie VÖLKLE, 2021. Measuring emotions in customer relationships : can NEV replace NPS? In: Proceedings of the European Marketing Academy [online]. Conference paper. European Marketing Academy. 2021. S. 94506. Verfügbar unter: http://proceedings.emac-online.org/pdfs/A2021-94506.pdf
Müller, Steffen, Roger Seiler, and Melanie Völkle. 2021. “Measuring Emotions in Customer Relationships : Can NEV Replace NPS?” Conference paper. In Proceedings of the European Marketing Academy, 94506. European Marketing Academy. 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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