IDEAS home Printed from https://ideas.repec.org/a/eee/bushor/v64y2021i1p149-160.html
   My bibliography  Save this article

Measuring performance during crises and beyond: The Performance Promoter Score

Author

Listed:
  • Aguinis, Herman
  • Burgi-Tian, Jing

Abstract

Many organizations are curtailing or even abandoning performance management because of difficulties measuring performance and disruptions in performance-based pay due to the COVID-19 crisis. Contrary to this growing and troubling trend, we argue that it is especially important during the crisis to not only continue but also strengthen performance management to communicate a firm’s strategic direction, collect valuable business data, provide critical feedback to individuals and workgroups, protect organizations from legal risks, and retain top talent. To do so, we offer a solution to overcome the challenges associated with measuring performance during a crisis. Specifically, we extend and expand upon the well-established Net Promoter Score measure in marketing and introduce the Performance Promoter Score (PPS) to measure performance. We offer evidence-based recommendations for collecting PPS information for individuals, workgroups, and other collectives, computing a Net Performance Promoter Score (NPPS); using multiple sources of performance data, and using PPS for administrative and developmental purposes as well as to provide more frequent performance check-ins. PPS is a convenient, practical, relevant, and useful performance measure during a crisis such as the COVID-19 pandemic, but it is also an innovation that will be useful long after the pandemic is over.

Suggested Citation

  • Aguinis, Herman & Burgi-Tian, Jing, 2021. "Measuring performance during crises and beyond: The Performance Promoter Score," Business Horizons, Elsevier, vol. 64(1), pages 149-160.
    • Handle: RePEc:eee:bushor:v:64:y:2021:i:1:p:149-160
    DOI: 10.1016/j.bushor.2020.09.001
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0007681320301166
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.bushor.2020.09.001?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Aidan Byrne, 2017. "Comment: Measure for measure," Nature, Nature, vol. 548(7666), pages 22-22, August.
    2. van Doorn, Jenny & Leeflang, Peter S.H. & Tijs, Marleen, 2013. "Satisfaction as a predictor of future performance: A replication," International Journal of Research in Marketing, Elsevier, vol. 30(3), pages 314-318.
    3. Raassens, N. & Haans, Hans, 2017. "NPS and online WOM investigating the relationship between customers’ promoter scores and eWOM behavior," Other publications TiSEM 931e7761-7c6e-40ee-8976-2, Tilburg University, School of Economics and Management.
    4. Kremer, Hannah & Villamor, Isabel & Aguinis, Herman, 2019. "Innovation leadership: Best-practice recommendations for promoting employee creativity, voice, and knowledge sharing," Business Horizons, Elsevier, vol. 62(1), pages 65-74.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Martin, Ursula M. & Thapa, Urusha & Aguinis, Herman, 2024. "Punishing the good? How to minimize an unfair CSR-washing label," Business Horizons, Elsevier, vol. 67(2), pages 199-207.
    2. Alphun Cihan & Turker Nuray & Sainaghi Ruggero, 2023. "The Strategic Performance Measurement System and Organisational Performance Through the Lenses of Contextual Factors: Empirical Evidence from the Hotel Industry," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 13(1), pages 1-13, December.
    3. Agag, Gomaa & Ali Durrani, Baseer & Hassan Abdelmoety, Ziad & Mostafa Daher, Maya & Eid, Riyad, 2024. "Understanding the link between net promoter score and e-WOM behaviour on social media: The role of national culture," Journal of Business Research, Elsevier, vol. 170(C).
    4. GORSKI Andra-Teodora & DUMITRAȘCU Dănuț Dumitru, 2023. "Exploring The Dynamic Landscape Of Performance Management: A Bibliometric Analysis Of Emerging Trends," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 18(1), pages 342-366, April.
    5. Sasmita Misra & Abhilash Ponnam & Pratyush Banerjee, 2023. "COVID-19 Induced New Workplace HR Practices: Practitioners’ Perspectives from India," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 48(2), pages 261-279, May.
    6. Kanyangale MacDonald Isaac & Chikandiwa Christopher, 2022. "Five Pitfalls and Solutions of Performance Management in a Selected South African University During Covid-19," Foundations of Management, Sciendo, vol. 14(1), pages 111-126, January.
    7. Yifan Zhong & Yameng Li & Jian Ding & Yiyi Liao, 2021. "Risk Management: Exploring Emerging Human Resource Issues during the COVID-19 Pandemic," JRFM, MDPI, vol. 14(5), pages 1-23, May.
    8. Burnett, Lauryn & Aguinis, Herman, 2024. "How to prevent and minimize DEI backfire," Business Horizons, Elsevier, vol. 67(2), pages 173-182.
    9. Daniel Nkansah & Raymond Gyimah & Daniel Agyemfour-Agyemang Sarpong & James Kwasi Annan, 2024. "Nexus Between Employee Engagement and Job Performance: A Study of MSMEs in Ghana During COVID-19: The Moderating Roles of Job Demand and Job Resources," Jindal Journal of Business Research, , vol. 13(1), pages 30-56, June.
    10. Gabriel, Kelly P. & Aguinis, Herman, 2022. "How to prevent and combat employee burnout and create healthier workplaces during crises and beyond," Business Horizons, Elsevier, vol. 65(2), pages 183-192.
    11. Gheorghe Zaman & Nicoleta Valentina Florea & Constantin Aurelian Ionescu & Dan Marius Coman & Doina Constanta Mihai & Nicoleta Luminita Gudanescu Nicolau, 2022. "Mathematical Model for Determining Costs of Unsatisfied Customers of HoReCa Industry," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 24(59), pages 268-268.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sven Baehre & Michele O’Dwyer & Lisa O’Malley & Nick Lee, 2022. "The use of Net Promoter Score (NPS) to predict sales growth: insights from an empirical investigation," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 67-84, January.
    2. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    3. Agag, Gomaa & Ali Durrani, Baseer & Hassan Abdelmoety, Ziad & Mostafa Daher, Maya & Eid, Riyad, 2024. "Understanding the link between net promoter score and e-WOM behaviour on social media: The role of national culture," Journal of Business Research, Elsevier, vol. 170(C).
    4. Ghadah Lafi Alharbi & Monira Essa Aloud, 2024. "The effects of knowledge management processes on service sector performance: evidence from Saudi Arabia," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-19, December.
    5. Sabahattin Cetin & Ayhan Karakas, 2021. "Effects of emotional intelligence on knowledge sharing among employees: A study of HoReCa companies in Turkey," Upravlenets, Ural State University of Economics, vol. 12(3), pages 44-55, July.
    6. Mirjam Visser & Ab Stevels & Jan Schoormans, 2021. "Comparing the Recommendations of Buyers of Energy-Efficient and Inefficient Vacuum Cleaners," Sustainability, MDPI, vol. 13(23), pages 1-14, November.
    7. Jinan Fattah & Mehmet Yesiltas & Tarik Atan, 2022. "The Impact of Knowledge Sharing and Participative Decision-Making on Employee Turnover Intention: The Mediating Role of Perceived Organizational Support," SAGE Open, , vol. 12(4), pages 21582440221, October.
    8. Debora Giovannelli, 2022. "Net Promoter Score–Beyond the measure: A statistical approach based on generalized ordered logit models implemented by Stata to conduct an NPS key drivers’ analysis," Italian Stata Users' Group Meetings 2022 12, Stata Users Group.
    9. Dr. Edwinah, Amah & Dr. Joy Adanma Mekuri-Ndimele, 2021. "Inclusive Human Resource Management (IHRM) and Innovative Work Behaviour in Telecommunication Industry in Rivers State," Noble International Journal of Business and Management Research, Noble Academic Publsiher, vol. 5(2), pages 46-54, February.
    10. Xia Tiantian & Zhang Zhenduo & Xiao Huan & Xiu Jing & Jia Wentong, 2021. "The Curvilinear Relationship Between Job Control and Voice: Role of Emotional Resistance to Change and Supervisor Developmental Feedback," SAGE Open, , vol. 11(2), pages 21582440211, June.
    11. Tai-Wei Chang & Cheng-Ze Hung, 2021. "How to Shape the Employees’ Organization Sustainable Green Knowledge Sharing: Cross-Level Effect of Green Organizational Identity Effect on Green Management Behavior and Performance of Members," Sustainability, MDPI, vol. 13(2), pages 1-19, January.
    12. Lucía Muñoz-Pascual & Jesús Galende, 2020. "Ambidextrous Knowledge and Learning Capability: The Magic Potion for Employee Creativity and Sustainable Innovation Performance," Sustainability, MDPI, vol. 12(10), pages 1-27, May.
    13. Muhammad Sanaullah Shah & Cisheng Wu & Zia Ullah, 2021. "The Inter-Relationship between CSR, Inclusive Leadership and Employee Creativity: A Case of the Banking Sector," Sustainability, MDPI, vol. 13(16), pages 1-17, August.
    14. Hugo Pinto & Jorge André Guerreiro & Manuel Fernández-Esquinas, 2023. "Sources of knowledge in the firm: a review on influential, internal and contextual factors in innovation dynamics," SN Business & Economics, Springer, vol. 3(2), pages 1-32, February.
    15. Sabeeh Pervaiz & Guohao Li & Qi He, 2021. "The mechanism of goal-setting participation’s impact on employees’ proactive behavior, moderated mediation role of power distance," PLOS ONE, Public Library of Science, vol. 16(12), pages 1-20, December.
    16. Tønnessen, Øystein & Dhir, Amandeep & Flåten, Bjørn-Tore, 2021. "Digital knowledge sharing and creative performance: Work from home during the COVID-19 pandemic," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
    17. Mihaela TĂNASE, 2020. "Influence Of Transformational Leadership On Innovation In Organizations," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 15, pages 81-89, June.
    18. Lynch, John G. & Bradlow, Eric T. & Huber, Joel C. & Lehmann, Donald R., 2015. "Reflections on the replication corner: In praise of conceptual replications," International Journal of Research in Marketing, Elsevier, vol. 32(4), pages 333-342.
    19. Justyna Żywiołek & Elena Roxana Tucmeanu & Alin Iulian Tucmeanu & Nicoleta Isac & Zahid Yousaf, 2022. "Nexus of Transformational Leadership, Employee Adaptiveness, Knowledge Sharing, and Employee Creativity," Sustainability, MDPI, vol. 14(18), pages 1-16, September.
    20. Baehre, Sven & O'Dwyer, Michele & O'Malley, Lisa & Story, Vicky M, 2022. "Customer mindset metrics: A systematic evaluation of the net promoter score (NPS) vs. alternative calculation methods," Journal of Business Research, Elsevier, vol. 149(C), pages 353-362.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:bushor:v:64:y:2021:i:1:p:149-160. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/bushor .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.