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\title{Aproximaci�n te�rica de los modelos conceptuales  de la calidad del servicio}
\author{\small Colmenares Delgado, Oscar Augusto, Saavedra Torres, Jos� Luis}


\date{2007-10-15}

\begin{document}
\maketitle

\section*{Resumen}
Se ha demostrado que gestionar la calidad del servicio es un factor determinante clave para garantizar el buen desempe�o empresarial y que a trav�s de �sta aumentar la capacidad competitividad y el crecimiento econ�mico. Lo que sino esta claro aun es el concepto de calidad, para muchos es un t�rmino que algunos entienden pero pocos saben definir.  El car�cter multidimensional de la calidad hace que sea definida en un sentido amplio, generando algunas pol�micas. La calidad de servicio por su car�cter subjetivo y caracter�sticas distintivas es m�s 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 interpretaci�n 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 desconfirmaci�n de la teor�a del comportamiento consumidor de Oliver (1981). Estas escuelas han dado lugar a m�ltiples discusiones y numerosas trabajos emp�ricos que han sido validados y contrastados en diversas ocasiones. El objetivo de esta investigaci�n es describir los aspectos relevantes de los m�s reconocidos conceptos y modelos de valoraci�n de la calidad del servicio, mediante la revisi�n y an�lisis te�rico, tales como los desarrollados por las escuelas norteeuropea y a la norteamericana: Gr�nrroos (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 caracter�sticas m�s significativas, para a la postre, presentar algunas consideraciones finales.

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\end{itemize}

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