Abstract
Accompanying the many changes in circumstances, China department stores are eager to find the right way to improve their competitiveness. Department stores belong to the service industry and with a retail format, they should reexamine total quality management content which embodies the specialty of the retailers’ mix offers. First, the article proposes that the goods quality and the service quality should be equally managed and controlled and well-aimed at creating the most customer value for the target customers. Second, the article is trying to draft the retailer total quality management model based on the customer value and to present the special management significance. Finally, the article provides advice about how to improve the competitiveness of China department stores based on a total quality management model.
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