Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

The use of quality expectations to segment a service market

The use of quality expectations to segment a service market Reports some findings with respect to the possibility of classifying service consumers on the basis of their quality expectations. After reviewing traditional types of market segmentation, two hypotheses related to the applicability of service quality expectations as a grouping variable are formulated. Then, findings from a study developed in the tourism industry are presented, using the Chow test to verify the mentioned hypotheses. The study indicates that the segmentation proposed is operational and that, in general, the aspects for which the customers have greater expectations are those which influence their satisfaction to a greater extent. Finally, managerial implications are discussed based on the results of the study http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

The use of quality expectations to segment a service market

Loading next page...
 
/lp/emerald-publishing/the-use-of-quality-expectations-to-segment-a-service-market-B0mmntqv96

References (49)

Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040010320957
Publisher site
See Article on Publisher Site

Abstract

Reports some findings with respect to the possibility of classifying service consumers on the basis of their quality expectations. After reviewing traditional types of market segmentation, two hypotheses related to the applicability of service quality expectations as a grouping variable are formulated. Then, findings from a study developed in the tourism industry are presented, using the Chow test to verify the mentioned hypotheses. The study indicates that the segmentation proposed is operational and that, in general, the aspects for which the customers have greater expectations are those which influence their satisfaction to a greater extent. Finally, managerial implications are discussed based on the results of the study

Journal

Journal of Services MarketingEmerald Publishing

Published: Apr 1, 2000

Keywords: Market segmentation; Service quality; Customer satisfaction

There are no references for this article.