New insights on satisfaction prototypes for segmentation: focus on customer experience Articles uri icon

publication date

  • October 2022

start page

  • 486

end page

  • 509


  • 4


  • 28

International Standard Serial Number (ISSN)

  • 1356-7667


  • This paper tests a conceptual segmentation using a criterion outlined by Oliver based on the satisfaction prototypes customers may follow. The empirical study was conducted with a sample of theme park visitors grouped into four satisfaction prototypes/segments. Results show the presence of important differences by groups in terms of both the effects of perceived value dimensions on satisfaction and the level of satisfaction by segment, supporting the proposed approach. The findings are valuable for a better identification of key drivers of segments' satisfaction, which will be helpful to redesign service experiences to better fit the varying preferences of modern consumers.


  • segmentation; satisfaction prototypes; theme parks; analysis of variance; partial least squares-structural equation modelling