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Full-Text Articles in Business
Give A Man A Fish Or Teach Him To Fish, Seo Young Kim, Youjae Yi
Give A Man A Fish Or Teach Him To Fish, Seo Young Kim, Youjae Yi
Asia Marketing Journal
People receive support from others to solve problems that are difficult to solve on their own. During service encounters, customers also receive help from other customers. Inter-customer helping is a type of Customer Citizenship Behavior (CCB), which has become more prevalent with increased use of self-service technologies (SSTs). However, not all helps are created equal. The current research investigates the effects of the two types of help, autonomy- and dependency-oriented help during service encounters. Autonomy-oriented help refers to a partial hint to the problem, whereas dependency-oriented help refers to the full solution to the problem. Through experimental studies, we provide …
Solving The Mystery Of Consistent Negative/Low Net Promoter Score (Nps) In Cross-Cultural Marketing Research, Sanjay Seth, Don Scott, Chad Svihel, Shigematsu
Solving The Mystery Of Consistent Negative/Low Net Promoter Score (Nps) In Cross-Cultural Marketing Research, Sanjay Seth, Don Scott, Chad Svihel, Shigematsu
Asia Marketing Journal
This paper has identified some theoretical reasons and empirical evidence for negative scores that occur in Japan and Korea or unstable NPS scores that can be experienced. A psychological analysis of NPS results sheds light on the validity of the negative NPS scores that are often found in Japan and Korea. Usually customer experience surveys utilize a “single stimulus” such as the “company” or the “company’s products / services.” However, in the case of the “recommendation to friend” question of the NPS system there are two stimuli namely the “company product/service” and the influence of “friends.” Hence, the survey outcomes …