\documentclass[12pt]{article}
\usepackage[utf8]{inputenc}
\usepackage[spanish]{babel}
\usepackage{hyperref}
\usepackage{geometry}
\geometry{margin=2.5cm}
\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.

\section*{Referencias}
\begin{itemize}
  \item Akbaba, A. (2006). Measuring service quality in the hotel industry: a study in a business hotel in Turkey. International Journal of Hospitality Management 25, 170-192.

  \item Aldlaigan, A.; Buttle, F. (2002): SYSTRA-SQ: A new measure of Bank Service Quality. International Journal of Service Industry Management, Vol. 13, N�4, pp 362-381.

  \item Angur, M.; Nataraajan, R.; Jahera, J. (1999): Service quality in the banking indsutry: an assessment in a developing economy. International Journal of Bank Marketing. Vol. 17, N� 3, p.p. 116-123.

  \item Aragon, J.A.; Llorens, F.J. (1996): La calidad en los programas de televisi�n: Estudio emp�rico sobre sus dimensiones claves y su relaci�n con la satisfacci�n y fidelidad de los televidentes. Investigaci�n y Desarrollo, 50, pp. 41-48.

  \item Babakus, E.; Boller, G. (1992): An Emperical Assesment of the SERVQUAL Scale. Journal of Business Research, 24, 253-68.

  \item Babakus, E.; Mangold, W.G. (1992): Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation. Health Services Research, 26(6), pp. 767-786.

  \item Barsky, J. (1992): Customer Satisfaction in the Hotel Industry: Meaning and Measurement. Hospitality Research Journal, Volumen 16, n�m. 1:51-73.

  \item Bauer, H.; Hammerschmidt, M.; Falk, T. (2005): Measuring the quality of e-banking portals. International Journal of Bank Marketing. Vol 23, N� 2, p.p. 153-175.

  \item Bigne, J.E.; Moliner, M.A.; Vallet, M.T.; Sanchez, J. (1997): Un estudio comparativo de medici�n de la calidad de los servicios p�blicos, Revista Espa�ola de Investigaci�n de Marketing. ESIC, Septiembre, pp. 33-53.

  \item Bitner, M. (1990): Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54, Abril: 69-82.

  \item Bitner, M.J.; Hubert, A.R. (1994): Encounter satisfaction versus overall satisfaction versus quality. In R. T. Rust. Service Quality: New Directions in Theory and Practice (pp. 72-94). California: Sage.

  \item Bloemer J.; De Ruyter K.; Peeters P. (1998). Investigating Drivers of Bank Loyalty: The Complex Relationship between Image, Service Quality and Satisfaction. International Journal of Bank Marketing, 16, 7, 276-286.

  \item Bolton, R.; Drew J. (1991): A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes. Journal of Marketing, 55: 1-9.

  \item Bouman, M.; Van der Wiele, T. (1992): Measuring Service Quality in the Car Service Industry: Building and Testing an Instrument. International Journal of Service Industry Management, Vol 3 No. 4, p�gs, 4-16.

  \item Brady, M.; Cronin, J.J. (2001):  Some new thoughts on conceptualizing perceived services quality: a hierarchical approach. Journal of Marketing, 65, 34-49.

  \item Brady, M. K.; Cronin, J. J.; Brand, R. R. (2002). Performance-Only Measurement of Service Quality: A Replication and Extension. Journalof Business Research, 55, 17-31.

  \item Brensinger, R. y Lambert, D. (1990): Can the SERVQUAL Scale be Generalized to Business-to-Business Services?. Summer Marketing Educator�s Conference, American Marketing Association.

  \item Brogowicz, A.A.; Selene, L.M.; Lyth, D.M. (1990). A synthesised service quality model with managerial implications. International Journal of Service Industry Management 1(1), 27-45.

  \item Brown, S.; Swartz, T. (1989): A Gap Analysis of Professional Service Quality. Journal of Marketing, Abril: 92-98.

  \item Brown, T.; Churchill, G.; Peter, J. (1993): Improving the Measurement of Service Quality. Journal of Retailing, 69 (Primavera): 127-39.

  \item Buttle, F. (1996). SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing, 30 (1), 8-25.

  \item Camis�n C. (1996). La Calidad como Factor de Competitividad en Turismo: An�lisis del Caso Espa�ol. Informaci�n Comercial Espa�ola, 749 (Enero), 99-122.

  \item Casino, A. (2001): Medici�n de la calidad de servicio: una aplicaci�n a los establecimientos de alojamiento tur�stico. Revista de Estudios de Econom�a Aplicada, N� 18. Pag. 83-104.  Espa�a.

  \item Carman, J. M. (1990): Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 69, 33-55.

  \item Chi Cui, Ch.; Lewis, B.R.; Park, W. (2003): Service quality measurement in the banking sector in South Korea. International Journal of Bank Marketing, Vol. 21, N� 4, p.p. 191-201.

  \item Chumpitaz, R.; Swaen, V. (2002). Service Quality and Brand Loyalty Relationships: Investigating the Mediating Effect of Customer Satisfaction. XXXI Conference European Marketing Academy, Portugal.

  \item Churchill, G.; Suprenant, C. (1982): An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19: 491-504.

  \item Cliff, A.; Ryan, C. (1994): Do travel agencies measure up to customer expectation? An empirical investigation of travel agencies. Service Quality as Measured by SERVQUAL. Proceeding of the Tourism Down Under Conference, Massey University, Nueva Zelanda, Diciembre, p�gs, 55-78.

  \item Corbett, L. M. (1994). The Manufacturing Paradox: A Challenge for New Zealand Manufacturers. Graduate School of Business and Goverment Management, Special Report, No. 8, Victoria University, Wellington.

  \item Coulthard, L.J.M. (2004): Measuring service quality. A review and critique of research using. International Journal of Market Research, 46(4), 479-497.

  \item Cronin, J.; Taylor, S. (1992): Measuring service quality: a reexamination an extension. Journal of Marketing, 56, 55-68.

  \item Croning, J.J.; Taylor, S.A. (1994): SERVPERF versus SERVQUAL: Reconciling, Performance-Based and Perceptions Minus Expectations Measurement of Service Quality. Journal of Marketing, 58, 55-68.

  \item Cronin, J. J.; Brady, M. K.; Hult, G. T. M. (2000). Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, 76 (2), 193-218.

  \item Csipak, J.J.; Chebart, J.CH.; Venkatesan, V. (1995): Channel Structure, Consumer Involvement and Perceived Service Quality: an Empirical Study of the Distribution of a Service. Journal of Marketing Management, 11, pp. 227-241.

  \item Dabholkar, Thorpe and Rentz (1996): A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of the Academy of Marketing Science, 24(1), 3-16.

  \item De Sarbo, W. Huff; Rolandelli, M.; Choi, J. (1994): On Measurement of Perceived Service Quality: A Conjoint Measurement Approach. In R.T. Rust; R.W. Oliver (eds.), Service Quality (pp. 199-220). Thousand Oaks, CA: Sage Press.

  \item Devlin, S. J.; Dong, H.K. (1994). Service Quality from the Customers� Perspective. Marketing Research, 6 (1), 4-10.

  \item Duque, E.J. (2005): Revisi�n de los modelos de evaluaci�n de la calidad del servicio. Revista Innovar (15) 25, 64-80.

  \item Eigler, P. y Langeard E. (1989). Servucci�n, el marketing de servicios. M�xico: MacGraw-Hill.

  \item Falces Delgado, C.; Sierra Diez, B.; Becerra Grande, Al; Bri�ol Turnes, P. (1999): HOTELQUAL: una escala para medir calidad percibida en servicios de alojamiento, Estudios Tur�sticos, n�m. 139, pp. 95-110.

  \item Fernandez, M. (1995): Calidad de Servicio: una valoraci�n de la banca. Revista Europea de Direcci�n y Econom�a de la Empresa, 4 (3), pp. 127-136.

  \item Fernandez, M. (2000): Validaci�n de Servqual como instrumento de medida de la calidad de servicio bancario, Revista Europea de Direcci�n y Econom�a de la Empresa, 9 (1), pp.57-70.

  \item Fern�ndez, M.; Junquera, B.; Mu�iz, M. (1997): La valoraci�n de la calidad de servicios p�blicos: an�lisis de un caso, Revista Europea de Direcci�n y Econom�a de la Empresa, 6 (1), pp. 7-20.

  \item Finn, D. W.; Lamb, C. W. (1991): An evaluation of the SERVQUAL scales in a retail setting. Advances in Consumer Research, 18, 483-490.

  \item Frochot, I.; Hughes, H. (2000): HISTOQUAL: The Development of a Historic Houses Assessment Scale, Tourism Management, vol. 21, pp. 157-167.

  \item Fullerton, G. (2005). The Service Quality-Loyalty Relationship in Retail Services: Does Commitment Matter?. Journal of Retailing and Consumer Services, 12, 99-111.

  \item Garc�a, J. (1998). Calidad del servicio financiero como estrategia de las instituciones bancarias. M�laga: Unicaja.

  \item Garvin, D. A. (1984): What Does Product Quality Really Meant?, Sloan Management Review.

  \item Getty, J.M.; Thompson, K.N. (1994): The Relationship between Quality, Satisfaction, and Recommending Behavior in Lodging Decisions, Journal of Hospitality and Leisure Marketing, vol. 2, n�m. 3, pp. 3-22.

  \item Gil, I.; Molla, A. (1994): La evaluaci�n de la calidad de servicio en distribuci�n comercial minorista. Investigaci�n y Marketing, 46, 60-71.

  \item Gr�nroos, C. (1983): Strategic Management and Marketing in the Service Sector. Cambrifge. MA: Marketing Science Institute.

  \item Gr�nroos, C. (1988): Service Quality: The sixcriteria of good service quality. Review of Business. New York: St. John�s University Press.

  \item Gr�nroos, C.  (1994). Marketing y gesti�n de servicios: la gesti�n de los momentos de la verdad y la competencia en los servicios. Madrid: Editorial D�az de Santos.

  \item Gupta, A.; Chen, I. (1995): Service quality: implications for management development, International Journal of Quality and Reliability Management, 12 (7), pp. 28-35.

  \item Herzberg, F.; Mausner, B.; Snyderman, B.: "The motivation to work", John Wiley, Nueva York, 1967

  \item Imai, M. (1998). C�mo implementar el kaizenen el sitio de trabajo (Gemba). Bogot�: McGraw-Hill Interamericana.

  \item Jabnoun, N.; Al-Tamimi, H. (2003): Measuring perceived service quality at UEA comercial banks. International Journal of Quality and Reliability Management, Vol. 20, N� 4, pp. 458-472.

  \item Johnston, R. (1995). The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service Industry Management 6(5), 53-71.

  \item Kim, J. S. (1995). Strategic Discoveries Trough Manufacturing Lessons from the 1994 International Manufacturing Futures Survey. Proceedings Annual Conference Strategic Management Society.

  \item Khan, M. (2003): ECOSERV. Ecotourists� Quality Expectations, Annals of Tourism Research, vol. 30, n�m. 1, pp. 109-124.

  \item Knutson, B.; Stevens, P.; Wullaert, C.; Patton, M.; Yokoyama, F. (1990): LODGSERV: A Service Quality Index for the Lodging Industry, Hospitality Research Journal, vol. 14, n�m. 2, pp. 277-284.

  \item Ko, Y. J.; Pastore, D. L. (2005): A Hierarchical Model of Service Quality in the Recreational Industry. Sport Marketing Quarterly, 14 (2).

  \item Lassar, W.M.: Manolis, C. y Windsor, R. (2002): Service quality perspective and satisfaction in private banking, Journal of Services Marketing, Vol. 14, N� 3, pp. 244-271.

  \item Lehtinen, J.R.; Lehtinen, O. (1982): Service quality: a study of quality dimensions. Unpublished working paper. Service Management Institute, Helsinki.

  \item Lewis, B.R. (1993): Service quality measurement, Marketing Intelligence and Planning, 11 (4), pp. 4-12.

  \item Lewis, R.C.; Booms, B.H. (1983): The marketing aspects of service quality. In Berry, L., Shostack, G.; Upah, G. (eds). Emerging Perspectives in Service Marketing (pp. 99-107). Chicago: American Marketing Association.

  \item Llorens, F.J. (1995): Un an�lisis de la importancia relativa que tienen las dimensiones de calidad de servicio en la percepci�n del cliente. Cuadernos, 29, pp. 35-45.

  \item McAlexander, J. H.; Kadenburg, D. O.; Koeinig, H. F. (1994): Service Quality Measurement. Marketing Health Services, 14(3), 34-44.

  \item McDougall, G. H.; Levesque, T. J. (1994): A Revised View of Service Quality Dimensions: An empirical Investigation. Journal of Professional Service Marketing, 11(1), 189-209.

  \item Oliver, R. (1981): Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing, Oto�o: 25-46.

  \item Pascual, M. (2004). H�bitos de compra y calidad de servicio (una aplicaci�n en establecimientos de alimentaci�n mediante dise�o de encuesta). Tesis Doctoral. Facultad de Psicolog�a, Departamento de Metodolog�a de las Ciencias del Comportamiento, Universidad de Valencia. Espa�a.

  \item Parasuraman, A.; Zeithaml, V.; Berry, L. (1985): A conceptual model of service quality and its implications for future research. Journal of Retailing, 49, 44-60.

  \item Parasuraman, A.; Zeithaml, V.; Berry, L. (1988): SERVQUAL: a multiple scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.

  \item Parasuraman, A.; Zeithaml, V.; Berry, L. (1993). Calidad Total en la Gesti�n de Servicio. Madrid: D�az de Santos.

  \item Parasuraman, A.; Zeithaml, V.; Berry, L. (1994): Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research. Journal of Marketing, 58, 111-124.

  \item Pariseau, S.E.; McDaniel, J.R. (1997): Assessing service quality in schools of business. International Journal of Quality and Reliability Management, 14 (3), pp. 204-218.

  \item Philip, G.; Hazlett, S-A. (1997): The measurement of service quality: a new P-C-P attributes model, International Journal of Quality and Reliability Management, 14(3), pp. 260-286.

  \item Pizam, A.; Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management 11(7), 326-339.

  \item Rust, R.A; Oliver, R.L. (1994). Service Quality. New Directions in Theory and Practice. California: Sage Publications.

  \item Saleh, F.; Ryan, C. (1991): Analysing service quality in the hospitalito industry Using the SERVQUAL Model. Service Industries Journal, V11n3 PP: 324-345 Julio.

  \item Schiffman, Leon; Lazar, Leske (2001). Comportamiento del Consumidor. M�xico: Editorial Prentice Hall, Septima Edici�n.

  \item Schneider, B.; Wheeler, J.; Cox, J. (1992): A passion for service: using content analysis to explicate service climate themes. Journal of Applied Psychology, Vol. 77, No. 5, p�gs, 705-16.

  \item Sharma, A.; Mehta, V. (2004): Service quality percptions in financial servies � a case study of banking services. Journal of Services Research, Vol. 4, N� 2, p.p. 205-223.

  \item Stevens, P.; Knutson, B.; Paton, M. (1995): Dineserv: A Tool for Measuring Service Quality in Restaurants, Cornell Hotel and Restaurant Administration Quarterly, vol. 36, n�m. 2, pp. 56-60.

  \item Sureshghandar G. S.; Chandrasekharan R.; Anantharaman R. N. (2002). The Relationship between Management�s Perception of Total Quality Service and Customer Perceptions of Service Quality. Total Quality Management, 13 (1), 69-88.

  \item Teas, R. K. (1993): Expectations, performance, evaluation and consumers perceptions of quality. Journal of Marketing, 57, Octubre: 18-34.

  \item Ting, D. H. (2004): Service quality and satisfaction perceptions: curvilinear and interaction effect. The International Journal of Bank Marketing, Vol. 22, N� 6, p.p. 407-402.

  \item Valera, J.; Rial, A.; Garc�a, C.; Bra�a, T.; Olea, J. (1996): Una medida de la implicaci�n de los consumidores con las marcas comerciales. Psicothema, 8, 543-551.

  \item Valls, J.F. (2004). Gesti�n de empresas de turismo y ocio. El arte de provocar satisfacci�n. Barcelona: Gesti�n 2000.

  \item V�zquez, R.; Rodr�guez, I.; D�az, M. (1996). Estructura multidimensional de la calidad de servicio en cadenas de supermercados: desarrollo y validaci�n de la escala CALSUPER. Documento de Trabajo 119/96, Facultad de Ciencias Econ�micas y Empresariales, Universidad de Oviedo.

  \item Von Bertalanfy, L. (1968). General System Theory. New York.C. Braziller.

  \item Webster, C.; Hung, L.C. (1994): Measuring service quality: a re-examination and extension, Journal of Marketing, 6 (5), pp. 50-55.

  \item Wisniewski, M.; Donnelly, M. (1996): Measuring service quality in the public sector: the potential for SERVQUAL, Total Quality Management, 7(4), pp. 357-365.

  \item Woodruff, R.; Cadotte, E.; Jenkins, R. (1983): Modeling consumer satisfaction using experience-based norms. Journal of Marketing Reserch, 20, Agosto: 296-304.

\end{itemize}

\section*{Editorial}
Publicado por la \textbf{Editorial CyTA}.\\
Sitio web: \href{https://www.cyta.ar}{www.cyta.ar}\\
Email: \texttt{cyta@cyta.ar}

\end{document}