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A longitudinal examination of net promoter and firm revenue growth
businesscross-national-researchcustomer-satisfactioninformationmarketingmeasurement-invarianceneedscale
Managers have widely embraced and adopted the Net Promoter metric, which noted loyalty consultant Frederick Reichheld advocates as the single most reliable indicator of firm growth compared with other loyalty metrics, such as customer satisfaction and retention. Recently, however, there has been con
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