Abstract
The aim of the article is to determine where the true needs of the user and the service provider are in the Grӧnoros model. To demonstrate that quality characteristics are lost in favoring functional quality.He tries to focus quality control in the non-profit sphere on quality features such as healthcare.It analyzes the technical and functional quality in terms of the needs of the manufacturer and the user. A comparison is made of the two types of quality, describing the capabilities of each. Emphasizes the economic nature of technical quality and its tendency to reproduce more than the functional one. He presents a scheme of the Grueroos model in terms of needs called "Iceberg of Need".It proves that the functional quality is favored at the expense of the technical. He tries to focus quality control in the non-profit sphere on quality features such as healthcare.The main conclusion required by the article is "More production and less marketing in the social sphere".
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