Can Consumers be Segmented on the Basis of their Service Quality Expectations?
Cynthia Webster
(Assistant professor of marketing at St. Mary's University Dr. Webster's interests are research in the areas of services marketing and various facets of consumer behavior‐particularly, the hispanic consumer.)
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Abstract
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.
Keywords
Citation
Webster, C. (1989), "Can Consumers be Segmented on the Basis of their Service Quality Expectations?", Journal of Services Marketing, Vol. 3 No. 2, pp. 35-53. https://doi.org/10.1108/EUM0000000002485
Publisher
:MCB UP Ltd
Copyright © 1989, MCB UP Limited