Segmenting Police ‘Customers’ on the Basis of their Service Quality Expectations

Dave Webb

The Service Industries Journal, 1998, vol. 18, issue 1, 72-100

Abstract: Customer expectations form the standards against which organisation performance is often assessed. Additionally, knowledge relating to customer expectations provides information concerning the differentiated performance requirements of heterogeneous customer groups. Relatively few studies have explored the segmentation potential of ‘customer expectations, und to the best of this author. knowledge, none of these has addressed the issue it1 the non-profit sector. This study addresses this need by investigating the extent to which demographics constitute expectation segmentation criteria in the context of the police service. Both the desired and predictive expectation standards are considered. Managerial arid research implications are given.

Date: 1998
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DOI: 10.1080/02642069800000005

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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