Understanding Service Customers
基于259个访谈的探索性研究，考察顾客对服务中人际与非人际方面的重视程度是否可用于市场细分，以及不同细分群体对整体服务质量的感知差异。
This article describes an exploratory study, based on 259 interviews, examining whether it is meaningful to segment customers by the relative importance they place on the interpersonal and noninterpersonal aspects of service quality, and if so, whether the segments differ in their perceptions of overall service quality. The study shows that customers can have different priorities in terms of interpersonal and noninterpersonal quality, and this can influence their perceptions of service quality. For practitioners, this could provide a useful means of segmenting customers; for researchers, it raises an important issue in the interpretation of service quality research.