Can Consumers be Segmented on the Basis of their Service Quality Expectations?
- 1 February 1989
- journal article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 3 (2) , 35-53
- https://doi.org/10.1108/eum0000000002485
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
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