@article{35f20b01c1e1473990ac71ed01eb0bd4,
title = "The NPS and the ACSI: a critique and an alternative metric",
keywords = "word-of-mouth, customer satisfaction, purchase probability, shareholder value, intentions, returns, Business and management studies",
author = "Robert East and Jenni Romaniuk and Wendy Lomax",
year = "2011",
language = "English",
volume = "53",
pages = "327--346",
journal = "International Journal of Market Research",
issn = "1470-7853",
publisher = "Market Research Society",
number = "3",
}