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Retail-consumer commitment and market segmentation

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Customer's commitment has become a main mediating goal for many companies. It appears to be a promising market segmentation criterion. In this sense, the present work focuses on commitment as a possible criterion to segment the consumers' market. It starts by analysing the importance of consumer commitment for companies. After the review of the literature of commitment at different relationship levels, a definition and a multidimensional structure is proposed for this construct. The study performs a segmentation analysis of bank customers. Three clusters of clients are identified according to their level of commitment. Main conclusions and its implications for marketing management are pointed out.
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Keywords: BANK SECTOR; COMMITMENT; CONSUMER; LOYALTY; SEGMENTATION

Document Type: Research Article

Publication date: 2002-07-01

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