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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