TY - JOUR AU - Wang, Xia AU - Zhao, Ping AU - Wang, Gao AU - Liu, Jia PY - 2007 DA - 2007/05/01 TI - Market segmentation based on customer satisfaction-loyalty links JO - Frontiers of Business Research in China SP - 211 EP - 221 VL - 1 IS - 2 AB - There exist different views and opinions on the links between customer satisfaction and loyalty. This paper suggests that the impact of customer satisfaction on loyalty varies across customers. This study choose the cell phone industry in China as an example and segmented customers with a novel method of clusterwise linear regression, based on the association between customer satisfaction and loyalty. Results revealed sample heterogeneity in relation to the two factors. The loyalty of some subgroups is positively related to satisfaction significantly, while that of other clusters is independent of satisfaction. SN - 1673-7431 UR - https://doi.org/10.1007/s11782-007-0013-0 DO - 10.1007/s11782-007-0013-0 ID - Wang2007 ER -