Using the Evaluative Space Grid to better capture manifest ambivalence in customer satisfaction surveys

Alice Audrezet () and Béatrice Parguel ()
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Alice Audrezet: ISG - Institut supérieur de gestion - Université de Tunis
Béatrice Parguel: DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique

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Abstract: Considering that midpoints on linear scales wrongly aggregates indifferent, uncertain and ambivalent responses, this research investigates the ability of the Evaluative Space Grid (ESG) to disentangle uncertainty from manifest ambivalence. Uncovering situations in which respondents hold simultaneous and conflicting but certain evaluations, manifest ambivalence reveals of utmost significance for market researchers. Using a mixed approach, both qualitative and quantitative, this research confirms that the ESG isolates manifest ambivalence in its upper-right zone, and provides implications for practitioners involved in service quality and consumer satisfaction measurement.

Keywords: Customer satisfaction; Ambivalence; Evaluative Space Grid; Measurement tool (search for similar items in EconPapers)
Date: 2018
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Published in Journal of retailing and consumer services, 2018, 43, ⟨10.1016/j.jretconser.2018.04.008⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01819575

DOI: 10.1016/j.jretconser.2018.04.008

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