Consumer-defined service quality in international retailing

Richard A. Feinberg, Ko De Ruyter, Charles Trappey, Tzai Zang Lee

    Research output: Contribution to journalArticlepeer-review

    17 Scopus citations


    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.

    Original languageEnglish
    Pages (from-to)61-68
    Number of pages8
    JournalTotal Quality Management
    Issue number1
    StatePublished - 1 Mar 1995


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