The use of quality expectations to segment a service market

Journal of Services Marketing

Volumn 14, Issue 2, 2000, Pages 132-146

  Díaz Martín, Ana M ^a   Iglesias, Víctor ^a   Vázquez, Rodolfo ^a   Ruiz, Agustín V ^b  

^a UNIVERSITY OF OVIEDO   (Spain)

^b UNIVERSITY OF LA RIOJA   (Spain)

Author keywords

Customer satisfaction; Market segmentation; Service quality; Services marketing

Indexed keywords

EID: 84986083368     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040010320957     Document Type: Article

References (44)

1. Barsky, J.D. (1992), “Customer satisfaction in the hotel industry”, Hospitality Research Journal, Vol. 16 No. 1, pp. 51-73.
2. Brown, S.W. and Swartz, T.A. (1989), “A gap analysis of professional service quality”, Journal of Marketing, Vol. 53, April, pp. 92-8.
3. Bryant, B.E. and Morrison, A.J. (1980), “Travel market segmentation and the implementation of market strategies”, Journal of Travel Research, Vol. 28 No. 3, pp. 2-8.
4. Cadotte, E.R. and Turgeon, N. (1988), “Key factors in guest satisfaction”, The Cornell Hotel Restaurant Administration Quarterly, Vol. 28 No. 4, February, pp. 44-51.
5. Cadotte, E.R., Woodruff, R.B. and Jenkins, R.L. (1987), “Expectations and norms in models of consumer satisfaction”, Journal of Marketing Research, Vol. 24, August, pp. 305-14.
6. Calantone, R.J. and Johar, J.S. (1984), “Seasonal segmentation of the tourism market using a benefit segmentation framework”, Journal of Travel Research, Vol. 28 No 2, pp. 14-24.
7. Cha, S., McCleary, K.W. and Uysal, M. (1995), “Travel motivations of Japanese overseas travelers: a factor-cluster segmentation approach”, Journal of Travel Research, Vol. 33, Summer, pp. 33-9.
8. Chow, G.C. (1960), “Test of equality between sets of coefficients in two linear regressions”, Econometrica, Vol. 28 No 3.
9. Fick, G.R. and Ritchie, J.R.B. (1991), “Measuring service quality in the travel and tourism industry”, Journal of Travel Research, Vol. XXX No. 2, pp. 2-9.
10. Formica, S. and Uysal, M. (1998), “Market segmentation of an international cultural-historical event in Italy”, Journal of Travel Research, Spring, Vol. 36 No. 4.
11. Frank, R.E., Massy, W. and Wind, Y. (1972), Market Segmentation, Prentice-Hall, Englewood Cliffs, NJ.
12. Gilbert, D.C. and Joshi, I. (1992), “Quality management and the tourism and hospitality industry”, Progress in Tourism, Recreation and Hospitality Management, Vol. 4, pp. 149-68.
13. Gitelson, R.J. and Kerstetter, D.L. (1990), “The relationship between sociodemographic variables, benefits sought and subsequent vacation behavior: a case study”, Journal of Travel Research, Winter, pp. 24-9.
14. Haley, R. (1995), “Benefit segmentation: a decision-oriented research tool”, Marketing Management, Summer, Vol. 4 No. 1.
15. Hartline, M.D. and Ferrell, O.C. (1993), “Service quality implementation: the effects of organizational socialization and managerial actions on customer contact employee behavior”, Marketing Science Institute, Report No. 93-122, Cambridge, MA.
16. Hoffman, K.D. and Bateson, J.E.G. (1997), Essentials of Services Marketing, The Dryden Press, USA.
17. Kara, A. and Kaynak, E. (1997), “Markets of a single customer: exploiting conceptual developments in market segmentation”, European Journal of Marketing, Vol. 31 No. 11/12, pp. 873-95.
18. Kaynak, E. and Yavas, U. (1981), “Segmenting the tourism market by purpose of trip”, The Tourism Management, Vol. 2 No 2, pp. 105-12.
19. Leblanc, G. (1992), “Factors affecting customer evaluation of service quality in travel agencies: an investigation of customer perceptions”, Journal of Travel Research, Vol. XXX No. 4, Spring, pp. 10-16.
20. Lewis, R. (1984), “Isolating differences in hotel attributes”, The Cornell Hotel Rrestaurant Administration Quarterly, Vol. 25 No 3, November, pp. 64-77
21. Lewis, R. (1987), “The measurement of gaps in the quality of hotel services”, International Journal of Hospitality Management, Vol. 6 No 2, pp. 83-8.
22. Loker, L.E. and Perdue, R.R. (1992), “A benefit-based segmentation of a non-resident summer travel market”, Journal of Travel Research, Vol. 31, Summer, pp. 30-5.
23. Mazanec, J.A. (1984), “How to detect travel market segments: a clustering approach”, Journal of Travel Research, Vol. 23, Summer, pp. 17-21.
24. Mazanec, J.A. (1992), “Classifying tourists into market segments: a neural network approach”, Journal of Travel and Tourism Marketing, Vol. 1 No. 1, pp. 39-60.
25. Muller, T.E. (1991), “Using personal values to define segments in an international tourism market”, International Marketing Review, Vol. 8, pp. 57-70.
26. Nigtingale, M. (1985), “The hospitality industry: defining quality for a quality assurance programme. A study of perceptions”, The Service Industries Journal, Vol. 5 No. 1, pp. 9-22.
27. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991a), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, Winter, pp. 420-50.
28. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991b), “Understanding customer expectations of service”, Sloan Management Review, Spring, pp. 39-48.
29. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
30. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, Spring, pp. 12-40.
31. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for future research”, Journal of Marketing, Vol. 58, pp. 111-24.
32. Poon, A. (1993), Tourism, Technology and Competitive Strategies, CAB International, Wallingford.
33. Reisinger, Y. and Waryszak, R.Z. (1994), “Tourists’ perceptions of service in shops”, International Journal of Retail and Distribution Management, Vol. 22 No. 5, pp. 20-8.
34. Saleh, F. and Ryan, C. (1991a), “Analysing service quality in the hospitality industry using the SERVQUAL model”, Service Industries Journal, Vol. 11 No. 3, pp. 352-73.
35. Saleh, F. and Ryan, C. (1991b), “Client perceptions of hotels: a multi-attribute approach”, New Horizons in Tourism and Hospitality Education, Training and Research, Conference Proceedings, University of Calgary, Calgary, Alberta, Canada (2-5 July), pp. 87-95
36. Saleh, F. and Ryan, C. (1992), “Conviviality – a source of satisfaction for hotel guests? An application of the SERVQUAL model”, in Johnson, P. and Thomas, B. (Eds), Choice and Demand in Tourism, pp. 107-22.
37. Taylor, G.D. (1986), “Multi-dimensional segmentation of the Canadian pleasure travel market”, Tourism Managment, September, pp. 146-53.
38. Teas, R.K. (1993), “Expectations, performance evaluation and consumers’ perceptions of quality”, Journal of Marketing, Vol. 57, October, pp. 18-34.
39. Teas, R.K. (1994), “Expectations as a comparison standard in measuring service quality: an assessment of a reassessment”, Journal of Marketing, Vol. 58, January, pp. 132-9.
40. Thompson, A.M. and Kaminski, P.F. (1993), “Psychographic and lifestyle antecedents of service quality expectations. A segmentation approach”, The Journal of Services Marketing, Vol. 7 No. 4, pp. 53-61.
41. Webster, C. (1989), “Can consumers be segmented on the basis of their service quality expectations?”, The Journal of Services Marketing, Vol. 3 No. 2, Spring, pp. 35-53.
42. Witt, S.F. and Moutinho, L. (1989), Tourism Marketing and Management Handbook, Prentice-Hall International (UK) Ltd.
43. Witt, S.F. and Mühlemann (1995), “Service quality in airlines”, Tourism Economics, Vol. 1 No. 1, March, pp. 33-49.
44. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993), “The nature and determinants of customer expectations of service”, Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1-12.