Asking employees “the ultimate question”: Developing the Employee Promoter Score
The Employee Promoter Score is a new metric, derived from the Net Promoter Score that is already used in various surveys measuring the well-being of employees. In this article the Employee Promoter Score will be developed by (1) testing the construct-validity of the concept and relating it to loyalty and other related constructs and (2) identifying the HPWPs most prominent in influencing this score. This is done using (1) validated surveys send out to three nursing and home care organizations (124 respondents) and (2) benchmarkdata from 108 nursing and home care organizations in the Netherlands (56.657 respondents). It was found that the Employee Promoter Score mostly is a measure of whether or not employees are affectively committed to the organization. Next to this, the Employee Promoter Score also shows high correlations with person-organization fit (positive) and intention to leave (negative). Atmosphere in the workplace was mostly influencing the score. If there is more collegiality, people are proud to work for the organization and employees laugh a lot, the Employee Promoter Score rises. Vision and ambition, leadership and an acceptable level of workload are also important when rising the score as an organization, which means more affectively committed employees in the organization.
|Keywords||Net promoter score, loyalty, commitment, employees, fit, Employee Promoter score|
|Thesis Advisor||Tummers, Dr. L.G. (Lars), Groeneveld, Dr. S.M. (Sandra)|
Legerstee, T. (Tim). (2013, September 6). Asking employees “the ultimate question”: Developing the Employee Promoter Score. Public Administration. Retrieved from http://hdl.handle.net/2105/17875