Customer heterogeneity in service management

Research output: Contribution to journalArticleResearchpeer-review

42 Citations (Scopus)


Possible customer heterogeneity is ignored in most customer satisfaction survey analyses, which is surprising given the prominence that customer segmentation has in many other marketing disciplines. In this article, the author examines some segmentation methods that are appropriate for the analysis of customer satisfaction survey data. This helps determine whether segmentation of customers in service environments is worthwhile. If segmentation is worthwhile, the author shows how to deliver targeted delivery to appropriate segments for examples from the airline and telecommunications industries.

Original languageEnglish
Pages (from-to)129-139
Number of pages11
JournalJournal of Service Research
Issue number2
Publication statusPublished - 1 Dec 1998

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