Question
Gronroos Perceived Service Quality Model
Answer :
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Gronroos' Perceived Service Quality Model is a comprehensive framework that explores the intricacies of marketing services. Developed by Christian Gronroos, this model shifts the focus from traditional product-oriented approaches to a customer-centric perspective. The essence lies in understanding how customers perceive and evaluate service quality.
The model comprises two dimensions: technical quality and functional quality. Technical quality refers to the outcome of the service—how well it solves the customer's problem. On the other hand, functional quality pertains
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