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•We identify five robust customer journey segments and their covariates.•Each segment represents a unique combination of different touchpoints.•We confirm these segments over time even though mobile usage increased.•Our findings reveal different sources of customer loyalty for different segments. The proliferation of new touchpoints empowers today’s customers to design their own journey from search to purchase. To address this new complexity, we segment customers by their use of specific touchpoints in the customer journey, investigate the association of several covariates with segment membership, consider the rise of mobile devices as potential “game changers” of existing segments, and explore how the relationships among product satisfaction, journey satisfaction, customer inspiration, and customer loyalty differ across segments. Based on anticipated utility theory and using latent class analyses on large-scale data from two samples of 2,443 and 2,649 journeys, we identify five time-consistent segments―store-focused shoppers, pragmatic online shoppers, extensive online shoppers, multiple touchpoint shoppers, and online-to-offline shoppers―that differ considerably in their touchpoint and mobile device usage, their segment-specific covariates, and their search and purchase patterns. The five segments remain unchanged in the two data sets even though the usage of mobile devices has increased substantially. Furthermore, we find that the relationships between various loyalty antecedents and customer loyalty differ between the segments. The insights from this paper help retailers develop segment-specific customer journey strategies.

As emerging markets gain significance in the global economy, understanding the middle-class customers within these dynamic economies becomes even more critical for international marketers. This article contributes to the limited but growing literature on this topic. International marketing scholars and practitioners should be better informed about this megatrend. What does the \"middle class\" really mean? What are the theoretical underpinnings for the middle-class phenomenon? What are the implications for international marketing? To address these pressing questions, the authors explore the middle-class phenomenon in emerging markets. Through an examination of conceptual underpinnings and empirical observations, they present a conceptualization and several theoretical propositions. Finally, they provide managerial and scholarly implications of the middle-class phenomenon and offer suggestions for further research.

This article reports on a cross-country city-based investigation that profiles the middle class in Africa and distinguishes discrete segments that demonstrate the importance of heterogeneity when studying the middle class. The authors identify three distinct middle-class segments by administering both qualitative and quantitative questionnaires across ten cities. They explore consumer behavior–related factors, such as lifestyle and purchasing, to answer calls to provide more marketing insight into the African middle class. The discussion also outlines theoretical and managerial implications.

We study housing markets with multiple segments searched by heterogeneous clienteles. In the San Francisco Bay Area, search activity and inventory covary negatively across cities, but positively across market segments within cities. A quantitative search model shows how the endogenous flow of broad searchers to high-inventory segments within their search ranges induces a positive relationship between inventory and search activity across segments with a large common clientele. The prevalence of broad searchers shapes the response of housing markets to localized supply and demand shocks. Broad searchers help spread shocks across many segments and reduce their effect on local market activity.

We examine how product market threats influence firm payout policy and cash holdings. Using firms' product text descriptions, we develop new measures of competitive threats. Our primary measure, product market fluidity, captures changes in rival firms' products relative to the firm's products. We show that fluidity decreases firm propensity to make payouts via dividends or repurchases and increases the cash held by firms, especially for firms with less access to financial markets. These results are consistent with the hypothesis that firms' financial policies are significantly shaped by product market threats and dynamics.

By investigating gendered shopping styles across countries, the authors explore whether the differences between male and female shopping styles are greater than the differences in shopping styles exhibited by consumers across countries. With a conceptual model, this study tests an extant convergence hypothesis that predicts that men and women should grow more similar in their shopping styles as traditional gender-based divisions in wage and domestic labor disappear. The results of a survey of shopping behavior across 11 countries indicate though that men and women are evolutionarily predisposed to different shopping styles. These differences in shopping styles also are greater in countries with higher levels of gender equality. Empathizing, or the ability to tune in to others’ thoughts and feelings, mediates shopping styles more for women; systemizing, or the degree to which a person possesses spatial skills, mediates shopping styles more for men. These results suggest that gender-based retail segmentation is more strategically relevant than country-based segmentation. The authors discuss the implications of their findings for international marketing theory and practice.

Revenue management and dynamic pricing are concepts that have immense possibilities for application in the energy sector. Both can be considered as demand-side management tools that can facilitate the offering of different prices at different demand levels. This paper studies literature on various topics related to the dynamic pricing of electricity and lists future research avenues in pricing policies, consumers' willingness to pay and market segmentation in this field. Demand and price forecasting play an important role in determining prices and scheduling load in dynamic pricing environments. This allows different forms of dynamic pricing policies to different markets and customers depending on customers' willingness to pay. Consumers' willingness to pay for electricity services is also necessary in setting price limits depending on the demand and demand response curve. Market segmentation can enhance the effects of such pricing schemes. Appropriate scheduling of electrical load enhances the consumer response to dynamic tariffs.

We analyze the welfare consequences of a monopolist having additional information about consumers' tastes, beyond the prior distribution; the additional information can be used to charge different prices to different segments of the market, i.e., carry out \"third degree price discrimination.\" We show that the segmentation and pricing induced by the additional information can achieve every combination of consumer and producer surplus such that: (i) consumer surplus is nonnegative, (ii) producer surplus is at least as high as profits under the uniform monopoly price, and (iii) total surplus does not exceed the surplus generated by efficient trade.

The importance of customer-oriented marketing has increased for companies in recent decades. With the advent of one-customer strategies, especially in e-commerce, traditional mass marketing in this area is becoming increasingly obsolete as customer-specific targeting becomes realizable. Such a strategy makes it essential to develop an underlying understanding of the interests and motivations of the individual customer. One method frequently used for this purpose is segmentation, which has evolved steadily in recent years. The aim of this paper is to provide a structured overview of the different segmentation methods and their current state of the art. For this purpose, we conducted an extensive literature search in which 105 publications between the years 2000 and 2022 were identified that deal with the analysis of customer behavior using segmentation methods. Based on this paper corpus, we provide a comprehensive review of the used methods. In addition, we examine the applied methods for temporal trends and for their applicability to different data set dimensionalities. Based on this paper corpus, we identified a four-phase process consisting of information (data) collection, customer representation, customer analysis via segmentation and customer targeting. With respect to customer representation and customer analysis by segmentation, we provide a comprehensive overview of the methods used in these process steps. We also take a look at temporal trends and the applicability to different dataset dimensionalities. In summary, customer representation is mainly solved by manual feature selection or RFM analysis. The most commonly used segmentation method is k-means, regardless of the use case and the amount of data. It is interesting to note that it has been widely used in recent years.

[Display omitted] •Omnichannel deal prone segments use different channels to procure and use promotions.•Motivation, opportunity, and ability factors predict segment membership.•Omnichannel deal prone segments focus either on offline or online, but not on both.•Online and On-and-offline segments respond more to promotions than offline segments.•Managers can use results to target deals to the right segments in the right channels. Today's retail promotional environment is driven by channel proliferation, customer channel preferences, and managers’ efforts to create a unified “omnichannel” customer experience. This paper identifies the omnichannel deal prone segments that emerge in this environment, that is, segments that employ multiple channels to procure and use promotions. We describe these segments, measure the motivations, opportunities, and abilities (MOA) associated with segment membership, and quantify how these segments respond differently to promotions. We apply latent class cluster analysis to a database of over 1,000 respondents in three product categories. We find a rich array of omnichannel deal prone segments. Interestingly, 82% of consumers have bifurcated into online- or offline-focused deal prone segments. That is, most consumers use multiple channels to procure and use promotions, but they focus on either online or offline channels. Only seventeen percent of consumers strongly utilize both online and offline channels. We find that opportunity factors such as access to physical stores, and ability factors such as online shopping experience, explain this finding. We discuss how our results enable managers to target the right promotion designs to the right customers through the appropriate channels.