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Measuring performance during crises and beyond: The Performance Promoter Score

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  • 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
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    References listed on IDEAS

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    1. Aidan Byrne, 2017. "Comment: Measure for measure," Nature, Nature, vol. 548(7666), pages 22-22, August.
    2. 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.
    3. 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.
    4. 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.
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    Cited by:

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. 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.

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