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What is Grönroos Service Quality Model Explained about?
The author argues that the perceived service quality concept is a mistake. He originally developed the perceived service quality model to provide a service-oriented equivalent to product features for marketing services, replacing the product concept with a service concept. However, the model was taken in a different direction by service marketing research to measure quality rather than understand customer perceptions. The author believes the model should have been called "perceived service features" to avoi
- Author
- kyvelig
- Language
- EN