Consumer-defined service quality in international retailing

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

研究成果: Article同行評審

17 引文 斯高帕斯(Scopus)

摘要

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.

原文English
頁(從 - 到)61-68
頁數8
期刊Total Quality Management
6
發行號1
DOIs
出版狀態Published - 1 三月 1995

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