the grand mean importance at 2.03, as well as the grand mean performance at − 0.23, were set as intercepts of the vertical and horizontal axes, respectively. The resulting grid reveals that the terms, “Service” and “Order,” were located in Quadrant I, whereas the exploration revealed that only the term, “Staff,” diffused into Quadrant II. The terms, “Wait” and “Long,” are located in Quadrant III, whereas “Serve” and “Friendly” were in Quadrant IV.