Construct · 1 fields · 1 citations

technical and functional quality: a standalone construct

One name. One construct. A landmark on the map.

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Services marketing

service quality split into what the customer receives (technical) and how it is delivered (functional), filtered through corporate image.

In services marketing, technical and functional quality refers to service quality split into what the customer receives (technical) and how it is delivered (functional), filtered through corporate image. This meaning comes from Grönroos (1984) in European Journal of Marketing.[1]

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Nearby constructs

image4 fields · 5 citationsjingle · one word, four constructs quality6 fields · 13 citationsjingle · one name, six constructs service quality4 names · 5 citationsjangle · the gap customers feel

References

Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/eum0000000004784

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