The GRID scale: a new tool for measuring service mixed satisfaction
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This study evaluates a bidimensional tool to measure overall service satisfaction: the Evaluative Space Grid (GRID scale). The GRID scale provides a common measure for both positivity and negativity through 25 grid cells. The authors propose to use the GRID scale as an integrated measure of both satisfaction and dissatisfaction to capture mixed reactions, or ambivalence. Co-written with Svein Ottar Olsen & Ana Alina Tudoran
Détails de l’édition
- Éditeur :
- Journal of Services Marketing, 30 (1) 29-47