The perceived service quality concept – a mistake?
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 June 2001
Abstract
Compares traditional marketing models to service marketing models, stating that the most important characteristic of services is the fact that services are processes, not things. A service firm has no products, only interactive processes. Whereas the consumption of physical products can be described as “outcome consumption”, the consumption of services can be characterized as “process consumption”. In this context, describes the development of the perceived service quality concept.
Keywords
Citation
Grönroos, C. (2001), "The perceived service quality concept – a mistake?", Managing Service Quality: An International Journal, Vol. 11 No. 3, pp. 150-152. https://doi.org/10.1108/09604520110393386
Publisher
:MCB UP Ltd
Copyright © 2001, MCB UP Limited