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The perceived service quality concept – a mistake?

Christian Grönroos (Christian Grönroos is Professor of Service and Relationship Marketing at the CERS Centre for Relationship Marketing and Service Management, Hanken Swedish School of Economics, Finland.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 2001

20535

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

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MCB UP Ltd

Copyright © 2001, MCB UP Limited

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