Questions whether banks were marketing themselves before the 1950s advent of scientific inquiry on services marketing. The results show banks segmented the overall market on demographics such as age (during the 1880s), gender (as early as the 1830s), and national origin (as early as the 1850s),...

Reports some findings with respect to the possibility of classifying service consumers on the basis of their quality expectations. After reviewing traditional types of market segmentation, two hypotheses related to the applicability of service quality expectations as a grouping variable are...

The vacation market is segmented based upon the images held by non‐residents of a tourism destination. These images were assessed via self‐administered questionnaires, returned by more than 900 survey participants. A posteriori segmentation – performed based upon similar perceptions of...

This research examined the survey responses of 801 financial customers who provided information regarding their usage of, and attitudes towards, financial distribution channels. The study found that there were distinctive segments within the financial market that had significantly different...

Purpose – To provide financial service marketers with information useful in targeting and marketing financial services to Hispanic American consumers. Design/methodology/approach – It profiles the changing demographics of the Hispanic American financial services market and, utilizing data...

Purpose – Service organizations such as retail banks are attempting to increase their customers' lifetime value through the introduction of service innovations such as integrated banking. To date, these efforts have met with mixed success. This research proposes that strategic consideration of...

Purpose – This paper aims to investigate the perceptions, attitudes and behaviour of the youth market for internet banking services (IBS). Design/methodology/approach – A survey was carried out to acquire data from 164 respondents. The respondents were competent computer users and studying...

Purpose – This study aims to present a taxonomic framework that categorizes hotel loyalty program members on the basis of involvement and a mix of behavioral outcome variables. Design/methodology/approach – The taxonomy is derived through mixture modeling from a sample of 1,395 loyalty...