“…Dividing a heterogeneous population into smaller and manageable groups enables practitioners to understand audience characteristics and needs (Dibb, 2017;Kitunen et al, 2019) and to tailor market activities and resources accordingly to maximize return on investment (Kubacki et al, 2015;Lee, 2017). Segmentation is evident when populations are split according to single variables such as demographic, geographical, psychographical and behavioural (Dietrich, 2017;French, 2017;Kubacki et al, 2015;Phillipson et al, 2016). More complex segmentation analysis involves differentiating groups using multiple variables and data-driven techniques such as twostep cluster analysis, latent gold analysis, k-means, hierarchical clustering, p-median clustering, or bi-clustering-based market segmentation methods (Dietrich, 2017;Jones et al, 2019;Rundle-Thiele, 2013, 2019;Tkaczynski et al, 2016).…”