PERCEIVED SERVICE QUALITY MODEL

 Christian Gronroos introduced this model in 1982.

 According to Gronroos, service quality studies and subsequent model development
from the beginning has been based on what customers perceive as quality.
 The PERCEIVED SERVICE QUALITY MODEL is the result of a comparison between
the expectations of the customer and his or her real-life experiences. If the
“experienced quality” exceeds “expected quality,” the “total perceived quality” is
positive.

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