The effect of customer experience and emotional value on the net promoter score: Middle-class millennial climber category

JURNAL MANAJEMEN DAN PEMASARAN JASA

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Field Value
 
Title The effect of customer experience and emotional value on the net promoter score: Middle-class millennial climber category
 
Creator Sahir, Syafrida Hafni
Situmorang, Syafrizal Helmi
 
Subject Managemebt, Marketing
Brand; climber; customer experience; emotional value; net promoter score.
 
Description This study investigates net promoter score changes due to the emotional value and experience of middle-class customers. A total of 150 respondents wereselected, while 96 brands were observedbased on the respondent's daily life needs, such as clothes, cafes, gadgets and travels, amongothers. Customers experience was measured by analyzing their interactions with the brands they use. The emotional value was measured by the positive or negative emotion score of each brand. The gap between brand Promoter and Detractor is the Net Promoter Score. Thisresearch shows a positive correlation between customer experience, emotional value, and net promoter score. Data were analyzed using the Multiple regression method.
 
Publisher Lembaga Penerbit Fakultas Ekonomi dan Bisnis
 
Contributor
 
Date 2020-10-31
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://www.trijurnal.lemlit.trisakti.ac.id/jasa/article/view/5763
10.25105/jmpj.v13i2.5763
 
Source Jurnal Manajemen dan Pemasaran Jasa; Vol 13, No 2 (2020): September; 199-212
2442-9732
0216-3780
 
Language eng
 
Relation http://www.trijurnal.lemlit.trisakti.ac.id/jasa/article/view/5763/5891
 
Rights Copyright (c) 2020 Jurnal Manajemen dan Pemasaran Jasa
http://creativecommons.org/licenses/by-nc/4.0
 

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