Customer satisfaction – dilemma of comparing multiple scale scores
Author:
Affiliation:
1. Department of Management Studies, Indian Institute of Technology Delhi, New Delhi, India
Publisher
Informa UK Limited
Subject
General Business, Management and Accounting
Link
https://www.tandfonline.com/doi/pdf/10.1080/14783363.2022.2028547
Reference30 articles.
1. Beuningen, J. V., Houwen, K. D. V. & Moonen, L. (2014). Measuring well-being: An analysis of different response scales. Statistics Netherlands. http://www.websm.org/uploadi/editor/1392703596Beuningen_Houwen_Moonen_2014_Measuringwellbeing.pdf
2. Developing inventories for satisfaction and Likert scales in a service environment
3. The Comparison of Different Scales of Measurement for Experimental Results
4. The Choice between a Fivepoint and a Ten-point Scale in the Framework of Customer Satisfaction Measurement
5. Comparing Rating Scales of Different Lengths: Equivalence of Scores from 5-Point and 7-Point Scales
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