Grönroos Service Model

The Grönroos Service Model explains how companies deliver value through services by focusing on two main aspects: technical quality and functional quality. Technical quality refers to what the customer receives, like the actual product or service outcome. Functional quality pertains to how the service is delivered, including interactions, professionalism, and communication. Both are essential for customer satisfaction. The model emphasizes that successful service delivery involves understanding customer needs, designing the right technical solution, and ensuring positive, effective interactions during service delivery. This holistic approach helps companies build trust, loyalty, and better meet customer expectations.