{"id":27427,"date":"2023-12-07T04:33:39","date_gmt":"2023-12-07T04:33:39","guid":{"rendered":"https:\/\/masterskills.org\/blog\/mo-hinh-chat-luong-ki-thuat-chuc-nang-technical-and-functional-quality-model-cua-gronroos-la-gi.html"},"modified":"2023-12-22T15:12:51","modified_gmt":"2023-12-22T08:12:51","slug":"mo-hinh-chat-luong-ki-thuat-chuc-nang-technical-and-functional-quality-model-cua-gronroos-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/mo-hinh-chat-luong-ki-thuat-chuc-nang-technical-and-functional-quality-model-cua-gronroos-la-gi.html","title":{"rendered":"M\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt \u2013 ch\u1ee9c n\u0103ng (Technical and functional quality model) c\u1ee7a Gronroos l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh ho\u1ea1 (Ngu\u1ed3n: slideplayer)<\/p>\n<\/figcaption><\/figure>\n

M\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt \u2013 ch\u1ee9c n\u0103ng c\u1ee7a Gronroos\u00a0<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

M\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt \u2013 ch\u1ee9c n\u0103ng c\u1ee7a Gronroos <\/b>trong ti\u1ebfng Anh \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 Technical and functional quality model.<\/b><\/p>\n

M\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt \u2013 ch\u1ee9c n\u0103ng c\u1ee7a Gronroos<\/b> l\u00e0 m\u1ed9t trong c\u00e1c m\u00f4 h\u00ecnh \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 ng\u00e2n h\u00e0ng.<\/p>\n

Trong ho\u1ea1t \u0111\u1ed9ng kinh doanh, c\u00e1c doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn nh\u01b0 th\u1ebf n\u00e0o v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 nh\u1eefng nh\u00e2n t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.\u00a0<\/p>\n

\u0110\u1ec3 c\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, trong c\u00f4ng t\u00e1c qu\u1ea3n l\u00ed ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, doanh nghi\u00eap c\u1ea7n ph\u1ea3i k\u1ebft h\u1ee3p \u0111\u1ed3ng th\u1eddi c\u1ea3 ch\u1ea5t l\u01b0\u1ee3ng k\u00ec v\u1ecdng v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng nh\u1eadn th\u1ee9c.<\/p>\n

Theo m\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt \u2013 ch\u1ee9c n\u0103ng c\u1ee7a Gronroos, <\/b>ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 \u0111u\u031b\u01a1\u0323c \u0111a\u0301nh gia\u0301 b\u0103\u0300ng ca\u0301ch so sa\u0301nh gi\u01b0\u0303a gia\u0301 tri\u0323\u00a0ma\u0300 kha\u0301ch ha\u0300ng mong\u00a0\u0111\u01a1\u0323i tru\u031b\u01a1\u0301c khi s\u01b0\u0309\u00a0du\u0323ng di\u0323ch vu\u0323va\u0300 gia\u0301 tri\u0323\u00a0ma\u0300 kha\u0301ch ha\u0300ng nh\u1ea1\u0302n\u00a0\u0111u\u031b\u01a1\u0323c khi s\u01b0\u0309\u00a0du\u0323ng di\u0323ch vu\u0323.<\/p>\n

M\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt \u2013 ch\u1ee9c n\u0103ng c\u1ee7a Gronroos <\/b>cho r\u1eb1ng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u1ee7a m\u1ed9t doanh nghi\u1ec7p \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh b\u1edfi 3 th\u00e0nh ph\u1ea7n, bao g\u1ed3m: ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt, ch\u1ea5t l\u01b0\u1ee3ng ch\u1ee9c n\u0103ng v\u00e0 h\u00ecnh \u1ea3nh.<\/p>\n

N\u1ed9i dung<\/font><\/h3>\n
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M\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt – ch\u1ee9c n\u0103ng (Ngu\u1ed3n: Gronroos 1984)<\/p>\n<\/figcaption><\/figure>\n

3 th\u00e0nh ph\u1ea7n x\u00e1c \u0111\u1ecbnh ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u1ee7a m\u1ed9t doanh nghi\u1ec7p \u0111\u01b0\u1ee3c hi\u1ec3u nh\u01b0 sau:<\/p>\n

– Ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt: <\/b>L\u00e0 nh\u1eefng gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng th\u1eadt s\u1ef1 nh\u1eadn \u0111\u01b0\u1ee3c t\u1eeb d\u1ecbch v\u1ee5 c\u1ee7a nh\u00e0 cung c\u1ea5p (kh\u00e1ch h\u00e0ng ti\u1ebfp nh\u1eadn c\u00e1i g\u00ec?).<\/p>\n

– Ch\u1ea5t l\u01b0\u1ee3ng ch\u1ee9c n\u0103ng: <\/b>Th\u1ec3 hi\u1ec7n c\u00e1ch th\u1ee9c ph\u00e2n ph\u1ed1i d\u1ecbch v\u1ee5 t\u1edbi ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u1ee7a nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 (kh\u00e1ch h\u00e0ng ti\u1ebfp nh\u1eadn d\u1ecbch v\u1ee5 \u0111\u00f3 nh\u01b0 th\u1ebf n\u00e0o?).<\/p>\n

– H\u00ecnh \u1ea3nh:<\/b> \u0110\u00f3ng vai tr\u00f2 r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 y\u1ebfu t\u1ed1 n\u00e0y \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng ch\u1ee7 y\u1ebfu tr\u00ean 2 th\u00e0nh ph\u1ea7n ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng ch\u1ee9c n\u0103ng.<\/p>\n

H\u01a1n n\u1eefa, Gronroos c\u00f2n cho r\u1eb1ng k\u00ec v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f2n b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi c\u00e1c y\u1ebfu t\u1ed1 nh\u01b0: c\u00e1c ho\u1ea1t \u0111\u1ed9ng marketing truy\u1ec1n th\u1ed1ng (qu\u1ea3ng c\u00e1o, quan h\u1ec7 c\u00f4ng ch\u00fang, ch\u00ednh s\u00e1ch gi\u00e1 c\u1ea3) v\u00e0 y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng b\u00ean ngo\u00e0i (phong t\u1ee5c, t\u1eadp qu\u00e1n, \u00fd th\u1ee9c, truy\u1ec1n mi\u1ec7ng).<\/p>\n

Trong \u0111\u00f3 y\u1ebfu t\u1ed1 truy\u1ec1n mi\u1ec7ng c\u00f3 t\u00e1c \u0111\u1ed9ng \u0111\u00e1ng k\u1ec3 \u0111\u1ebfn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng h\u01a1n so v\u1edbi ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb truy\u1ec1n th\u1ed1ng v\u00e0 c\u0169ng nh\u1ea5n m\u1ea1nh r\u1eb1ng vi\u1ec7c nghi\u00ean c\u1ee9u ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 ph\u1ea3i d\u1ef1a tr\u00ean quan \u0111i\u1ec3m c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng.<\/p>\n

Thu\u1eadt ng\u1eef li\u00ean quan<\/b><\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5<\/b>\u00a0tre\u0302n gia\u0301c \u0111\u1ecd\u0302 nha\u0300 sa\u0309n xu\u00e2\u0301t, ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 la\u0300 vi\u1eb9\u0302c ba\u0309o \u0111a\u0309m cung c\u00e2\u0301p di\u0323ch vu\u0323 theo \u0111u\u0301ng ki\u0323ch ba\u0309n v\u01a1\u0301i k\u0129 na\u0306ng nghi\u1eb9\u0302p vu\u0323 cao cu\u0309a nha\u0302n vie\u0302n cung \u01b0\u0301ng va\u0300 \u0111\u1ecd\u0302i ngu\u0303 ca\u0301n b\u1ecd\u0302 qua\u0309n l\u00ed.<\/p>\n

Tre\u0302n gia\u0301c \u0111\u1ecd\u0302 kha\u0301ch ha\u0300ng, ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 la\u0300 m\u01b0\u0301c \u0111\u1ecd\u0302 ha\u0300i lo\u0300ng cu\u0309a kha\u0301ch ha\u0300ng trong qua\u0301 tri\u0300nh tie\u0302u du\u0300ng di\u0323ch vu\u0323, la\u0300 di\u0323ch vu\u0323 t\u00f4\u0309ng th\u00ea\u0309 cu\u0309a doanh nghi\u1eb9\u0302p mang la\u0323i chu\u00f4\u0303i l\u01a1\u0323i i\u0301ch va\u0300 tho\u0309a ma\u0303n \u0111\u00e2\u0300y \u0111u\u0309 nhu c\u00e2\u0300u mong \u0111\u01a1\u0323i cu\u0309a kha\u0301ch ha\u0301ng, tu\u031bo\u031bng x\u01b0\u0301ng v\u01a1\u0301i chi phi\u0301 ma\u0300 kha\u0301ch ha\u0300ng pha\u0309i thanh toa\u0301n.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: Ca\u0301c mo\u0302 hi\u0300nh \u0111o lu\u031b\u01a1\u0300ng ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 nga\u0302n ha\u0300ng, Nguy\u1ec5n Th\u00e0nh C\u00f4ng, \u0110a\u0323i ho\u0323c Nga\u0302n ha\u0300ng TP. H\u1ed3 Ch\u00ed Minh.\u00a0Nghie\u0302n c\u01b0\u0301u ca\u0301c mo\u0302 hi\u0300nh\u00a0\u0111a\u0301nh gia\u0301 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323, Ta\u0323p chi\u0301 Khoa ho\u0323c \u0110HQGHN, Kinh t\u00ea\u0301 va\u0300 Kinh doanh, T\u1ea1\u0302p 29, S\u00f4\u0301 1 (2013) 11-22. D\u1ecbch v\u1ee5 th\u01b0\u01a1ng m\u1ea1i, Trung t\u00e2m \u0111\u00e0o t\u1ea1o t\u1eeb xa, \u0110H Kinh t\u1ebf Qu\u1ed1c d\u00e2n)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n M\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt \u2013 ch\u1ee9c n\u0103ng (ti\u1ebfng Anh: Technical and functional quality model) c\u1ee7a Gronroos cho r\u1eb1ng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u1ee7a m\u1ed9t doanh nghi\u1ec7p \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh b\u1edfi 3 th\u00e0nh ph\u1ea7n, bao g\u1ed3m: ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt, ch\u1ea5t l\u01b0\u1ee3ng ch\u1ee9c n\u0103ng v\u00e0 h\u00ecnh \u1ea3nh.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[416],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/27427"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=27427"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/27427\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=27427"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=27427"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=27427"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}