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    • Measuring Relative Impact of KPIs – A Game Theory Approach 

      S.M., Adinarayana M. (Indian Institute of Management, Ahmedabad, 2015)
      Customer satisfaction (CSAT) and Net Promoters Score (NPS) are related to key measures of future financial performance for firms. The ability to find key drivers for CSAT & NPS is an important step in any organizations’ ...