Grönroos Model

The Grönroos Model explains how businesses create value through both technical and functional aspects of service. The technical part refers to the core product or service provided, while the functional part involves the quality of interactions, communication, and support during delivery. It's like a restaurant: the technical aspect is the food itself, and the functional aspect includes hospitality, responsiveness, and service ambiance. Both are essential for customer satisfaction, loyalty, and perceived value. The model emphasizes that delivering excellent service requires attention to both what is offered and how it is delivered.