Can Consumers be Segmented on the Basis of their Service Quality Expectations?

Explores the segmentation by service marketers of the consumer market on the basis of service quality expectations. Measures consumer expectations and various quality dimensions for three commonly purchased professional and three non‐professional services. Evaluates the effect of various consumers′ demographic characteristics on service quality expectations. Concludes with a discussion of research and managerial implications.

MoreLess

Year of publication:	1989
Authors:	Webster, Cynthia
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 3.1989, 2, p. 35-53
Publisher:	MCB UP Ltd
Subject:	Consumer attitudes \| Demographics \| Professional service firms \| Market segmentation \| Services marketing \| Service quality

More details

Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/EUM0000000002485 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905720