Youth care in time of COVID-19: Experiences of professionals and adolescent clients with telehealth

Rooij, Floor B. van; Weeland, Joyce; Thonies, Carlo

doi:10.1016/j.childyouth.2023.106874

Cited by 2 publications

(1 citation statement)

References 35 publications

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“…The impact of such drivers is itself a function of the integration-levels of customers’ (heterogeneous) resources (cf., Moeller, 2010). For instance, if healthcare recipients are treated ‘in person’ versus ‘online’, different connotations of trust and relationship-quality may be evoked (e.g., van Rooij et al, 2023), and this can filter through to service evaluations and recommendations (i.e., NPS).…”

Section: Critical Reviewmentioning

confidence: 99%

The Net Promoter Score interrogated through a services marketing lens: Review and recommendations for service organizations

Lacohee,

Souchon,

Dickenson

et al. 2023

International Journal of Market Research

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The Net Promoter Score (NPS) is used by many service organizations as a key customer loyalty metric and driver of growth. Yet, despite its widespread adoption and consequent benchmarking benefits, the methodological soundness and usefulness of NPS has been questioned. Compounding these problems, few guidelines on NPS enhancement strategies exist, since research on antecedents to NPS remains elusive. The combination of (a) questionable research underpinning the original proposal for NPS, and (b) an under-researched nomological net, creates an unfortunate paradox, whereby service organizations strive to raise a score that may or may not lead to organizational success, with little evidence-based knowledge on how to raise this score strategically. To address this, we utilize a guiding framework to interrogate NPS though a services marketing lens. We use this framework to underpin a critical review of NPS as it applies to service organizations, and through the review, identify and discuss ten NPS interrogations. We then propose recommendations that address each of these to enhance further knowledge development and improve ongoing practice of NPS by service organizations.

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Section: Critical Reviewmentioning

confidence: 99%