Ficha del artículo

Tipo - Type: Research article

Título - Title

Aproximación teórica de los modelos conceptuales de la calidad del servicio

Theoretical aproach of the conceptual models of the quality of the service

Autoría - Creator

Resumen

Se ha demostrado que gestionar la calidad del servicio es un factor determinante clave para garantizar el buen desempeño empresarial y que a través de ésta aumentar la capacidad competitividad y el crecimiento económico. Lo que sino esta claro aun es el concepto de calidad, para muchos es un término que algunos entienden pero pocos saben definir. El carácter multidimensional de la calidad hace que sea definida en un sentido amplio, generando algunas polémicas. La calidad de servicio por su carácter subjetivo y características distintivas es más compleja de definir y juzgar. Dadas estas discrepancias conceptuales, surgen los aportes realizados por Lewis y Booms (1983), los cuales dieron origen a diferentes modelos de interpretación de la calidad percibida del servicio a partir del ajuste del servicio entregado a los consumidores con sus expectativas, entre ellos surgen varias escuelas que se basaron en el paradigma de la desconfirmación de la teoría del comportamiento consumidor de Oliver (1981). Estas escuelas han dado lugar a múltiples discusiones y numerosas trabajos empíricos que han sido validados y contrastados en diversas ocasiones. El objetivo de esta investigación es describir los aspectos relevantes de los más reconocidos conceptos y modelos de valoración de la calidad del servicio, mediante la revisión y análisis teórico, tales como los desarrollados por las escuelas norteeuropea y a la norteamericana: Grönrroos (1984), Parasuraman, Zeithaml y Berry (1985), Eigler y Langeard (1989), Cronin y Taylor (1992), Teas (1993), Rust y Oliver (1994) y Brady y Cronin (2001). Detallando sus características más significativas, para a la postre, presentar algunas consideraciones finales.

Abstract

It has been demonstrated that managing the quality of the service is a determinant factor key to guarantee the good management performance to increase the competitiveness capacity and the economic growth. What it is not clear yet it is the concept of quality. For many, it is a term that some ones understand but only a few ones can define. The multidimensional character of the quality assures a wide sense definition, generating some polemics. The quality of service due to his subjective character and distinctive characteristics is more difficult to define and judge. Due to these conceptual discrepancies, the contributions realized by Lewis and Booms emerged (1983). These contributions gave birth to different models of interpretation of the perceived quality of the service. From the adjustment of the service dedicated to the consumers with his expectations, several schools based on the paradigm for the disconfirmation of the theory of the Oliver’s behavior consuming emerged (1981). These schools have given place to multiple discussions and numerous empirical works that have been validated and have been confirmed in diverse occasions. The objective of this research is to describe the relevant aspects of the most recognized concepts and models of evaluation of the quality of the service. For this, they are used the review and theoretical analysis such as, the developed ones by the North European and to the North American schools: Grönrroos (1984), Parasuraman, Zeithaml and Berry (1985), Eigler and Langeard (1989), Cronin and Taylor (1992), Firelighters (1993), Rust and Oliver (1994) and Brady and Cronin last (2001). Detailing its most significant characteristics, to present some final considerations.

Palabras Clave

CALIDAD DE CRECIMIENTO, ADMINISTRACION, ADMINISTRACION ⓘ

Keyword

Mercadología, Service, Quality of Service ⓘ - ⓘ - ⓘ

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