Consumer-defined service quality in international retailing
RA Feinberg - Total Quality Management, 1995 - Taylor & Francis
Total Quality Management, 1995•Taylor & Francis
This study explores the potential of the critical incident technique as a method for
establishing consumer-defined service quality in international retailing. Results show that
considerable differences exist between the three countries in which the study was
conducted. A salient total quality management implication is the possibility of customizing
retail service by obtaining a detailed insight into cross-culturally determined conceptions of
quality.
establishing consumer-defined service quality in international retailing. Results show that
considerable differences exist between the three countries in which the study was
conducted. A salient total quality management implication is the possibility of customizing
retail service by obtaining a detailed insight into cross-culturally determined conceptions of
quality.
This study explores the potential of the critical incident technique as a method for establishing consumer-defined service quality in international retailing. Results show that considerable differences exist between the three countries in which the study was conducted. A salient total quality management implication is the possibility of customizing retail service by obtaining a detailed insight into cross-culturally determined conceptions of quality.
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