Grönroos, Christian

Christian Grönroos is a Finnish researcher known for his work in service marketing and management. He developed influential ideas about how companies deliver value through services, emphasizing the importance of understanding customer relationships and interactions. His Service Quality Model highlights that excellent service depends not just on the company's competence but also on customer perceptions and experiences. Grönroos's work helps organizations design better service strategies by focusing on both technical quality (what is delivered) and functional quality (how it is delivered), aiming to enhance customer satisfaction and loyalty.