New insights on satisfaction prototypes for segmentation: Focus on customer experience

This paper tests a conceptual segmentation using a criterion outlined by Oliver based on the satisfaction prototypes customers may follow. The empirical study was conducted with a sample of theme park visitors grouped into four satisfaction prototypes/segments. Results show the presence of important...

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Bibliographic Details
Published in:Journal of vacation marketing 2022-10, Vol.28 (4), p.486-509
Main Authors: Duque, Lola C., Riera-Prunera, Maria-Carme
Format: Article
Language:English
Subjects:
Structural equation modeling
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Summary:This paper tests a conceptual segmentation using a criterion outlined by Oliver based on the satisfaction prototypes customers may follow. The empirical study was conducted with a sample of theme park visitors grouped into four satisfaction prototypes/segments. Results show the presence of important differences by groups in terms of both the effects of perceived value dimensions on satisfaction and the level of satisfaction by segment, supporting the proposed approach. The findings are valuable for a better identification of key drivers of segments’ satisfaction, which will be helpful to redesign service experiences to better fit the varying preferences of modern consumers.
ISSN:1356-7667
1479-1870
DOI:10.1177/13567667211060566