Segmenting police 'customers' on the basis of their service quality expectations

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.

[1]  L. Cronbach.  Coefficient alpha and the internal structure of tests , 1951 .

[2]  J. C. Flanagan.  Psychological Bulletin THE CRITICAL INCIDENT TECHNIQUE , 2022 .

[3]  P. Kotler.  Marketing Management: Analysis, Planning, Implementation and Control , 1972 .

[4]  Jerry C. Olson,et al.  Effects of Expectation Creation and Disconfirmation on Belief Elements of Cognitive Structure , 1976 .

[5]  R. Oliver.  Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. , 1977 .

[6]  R. Oliver.  Measurement and evaluation of satisfaction processes in retail settings. , 1981 .

[7]  Gilbert A. Churchill,et al.  An Investigation into the Determinants of Customer Satisfaction , 1982 .

[8]  R. B. Woodruff,et al.  Modeling Consumer Satisfaction Processes Using Experience-Based Norms: , 1983 .

[9]  Kenneth L. Bernhardt,et al.  Comments on Christian Grönroos' Strategic management and marketing in the service sector , 1984 .

[10]  V. Prakash,et al.  Validity and reliability of the confirmation of expectations paradigm as a determinant of consumer satisfaction , 1984 .

[11]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[12]  P. Wilton,et al.  Models of Consumer Satisfaction Formation : An Extension , 1988 .

[13]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[14]  Cynthia M. Webster.  Can Consumers be Segmented on the Basis of their Service Quality Expectations , 1989 .

[15]  J. Carman.  Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .

[16]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[17]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[18]  A. Parasuraman,et al.  The nature and determinants of customer expectations of service , 1993 .

[19]  Wayne S. DeSarbo,et al.  On the Measurement of Perceived Service Quality: A Conjoint Analysis Approach , 1993 .

[20]  Roland T. Rust,et al.  Service Quality: New Directions in Theory and Practice , 1993 .

[21]  R. Rust,et al.  Return on Quality (ROQ): Making Service Quality Financially Accountable , 1995 .

[22]  A. Parasuraman,et al.  Reassessment of expectations as a comparison standard in measuring service quality: Implications , 1994 .

[23]  Steven A. Taylor,et al.  Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality , 1994 .