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dc.contributor.authorLuoma-aho, Vilma
dc.contributor.authorCanel, María José
dc.contributor.authorHakola, Juho
dc.date.accessioned2021-03-24T06:50:01Z
dc.date.available2021-03-24T06:50:01Z
dc.date.issued2021
dc.identifier.citationLuoma-aho, V., Canel, M. J., & Hakola, J. (2021). Public sector reputation and netpromoter score. <i>International Review on Public and Nonprofit Marketing</i>, <i>18</i>(3), 419-446. <a href="https://doi.org/10.1007/s12208-021-00280-9" target="_blank">https://doi.org/10.1007/s12208-021-00280-9</a>
dc.identifier.otherCONVID_52391910
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/74825
dc.description.abstractReputation of public sector organizations is increasingly formed through Word of Mouth (WOM) as citizens and stakeholders share their experiences with others both online and offline. Understanding and measuring WOM is a challenge for many public sector organizations, who often resort to measurement tools designed for the private sector. This paper looks at a popular WOM measurement tool, namely the Net Promoter Score (NPS) in the context of public sector organizations. In this paper, we ask how well does the NPS describe public sector reputation, and look at what the different stakeholder groups categorized by NPS are like in the public sector. As an illustrative case, we report findings of a stakeholder reputation survey (n: 1198) conducted for a large Finnish ministry utilizing both established reputation measures and the NPS. Based on our findings, we conclude that the traditional NPS requires tailoring to match the public sector context, and propose “The Public Sector Net Promoter Score (PSNPS)” as a new measure for WOM in the public sector context.en
dc.format.mimetypeapplication/pdf
dc.languageeng
dc.language.isoeng
dc.publisherSpringer
dc.relation.ispartofseriesInternational Review on Public and Nonprofit Marketing
dc.rightsCC BY 4.0
dc.subject.otherNPS
dc.subject.otherNet Promoter Score
dc.titlePublic sector reputation and netpromoter score
dc.typearticle
dc.identifier.urnURN:NBN:fi:jyu-202103242165
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosSchool of Business and Economicsen
dc.contributor.oppiaineDigitaalinen liiketoiminta ja talous (painoala)fi
dc.contributor.oppiaineViestinnän johtaminenfi
dc.contributor.oppiaineDigital marketing and Communicationfi
dc.contributor.oppiaineBasic or discovery scholarshipfi
dc.contributor.oppiaineDigital Business and Economy (focus area)en
dc.contributor.oppiaineCorporate Communicationen
dc.contributor.oppiaineDigital marketing and Communicationen
dc.contributor.oppiaineBasic or discovery scholarshipen
dc.type.urihttp://purl.org/eprint/type/JournalArticle
dc.description.reviewstatuspeerReviewed
dc.format.pagerange419-446
dc.relation.issn1865-1984
dc.relation.numberinseries3
dc.relation.volume18
dc.type.versionpublishedVersion
dc.rights.copyright© The Author(s) 2021
dc.rights.accesslevelopenAccessfi
dc.subject.ysosidosryhmät
dc.subject.ysomaineenhallinta
dc.subject.ysomaine
dc.subject.ysopalaute
dc.subject.ysokyselytutkimus
dc.subject.ysojulkinen sektori
dc.format.contentfulltext
jyx.subject.urihttp://www.yso.fi/onto/yso/p8776
jyx.subject.urihttp://www.yso.fi/onto/yso/p27615
jyx.subject.urihttp://www.yso.fi/onto/yso/p3615
jyx.subject.urihttp://www.yso.fi/onto/yso/p1236
jyx.subject.urihttp://www.yso.fi/onto/yso/p10631
jyx.subject.urihttp://www.yso.fi/onto/yso/p7104
dc.rights.urlhttps://creativecommons.org/licenses/by/4.0/
dc.relation.doi10.1007/s12208-021-00280-9


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