Service quality: A conceptual vision of different models, main contributions, characteristics and conclusions
Article Sidebar
Main Article Content
Abstract
This study develops an analysis of different service quality models, from the key perspective of measurement, analyzing the main basic elements, as well as the measures used for control, evaluation criteria and key determinants to measure customer satisfaction, to more than the proposed quality guarantees. As a result, a series of characteristic and specific conclusions of each service quality measurement model are established through which key variables of affinity, correspondence and congruence can be found that would allow the establishment of alternative measurement approaches in the future, as well as recommendations. and directions for future research in the area. The findings allow us to recognize a series of key variables and determinants closely related to each other that explain and point out the main characteristics that a Quality of Service, model could have, as well as important specific components so that companies can carry out control measures within their organizations.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
El contenido de los artículos es responsabilidad exclusiva de los autores.
Debe cumplir con los siguientes aspectos de la licencia CC BY NC ND :
- Atribución: debe otorgar el crédito correspondiente, proporcionar un enlace a la licencia e indicar si se realizó algún cambio. Puede hacerlo de cualquier manera razonable, pero no de ninguna manera que sugiera que el licenciante lo respalda a usted o su uso.
- No comercial: el material no se puede utilizar con fines comerciales.
- Sin derivados: si remezcla, transforma o construye sobre el material, no puede distribuir el material modificado.
- Sin restricciones adicionales: No se pueden aplicar términos legales o medidas tecnológicas que restrinjan legalmente a otros de hacer cualquier cosa que permita la licencia.
References
Referencias
Baker, T., Cronin, J. & Hopkins, C. (2007). The impact of involvement on key service relationships. Journal of services Marketing, 23, 115-124. DOI 10.1108/08876040910946378
Berry, L., Parasuraman, A. & Zeithaml, V. (1985). A conceptual model of Service Quality and its implications for future research. Journal of Marketing, 49, 41-50
Berry, L., Parasuraman, A. & Zeithaml, V. (1988). SERVQUAL: A Multiple-item for measuring consumer perceptions of Service Quality. Journal of Retailing, 64, (1), 12-40
Brady, M., & Cronin, J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierachical Approach. Journal of Marketing, 65, (3), 34-49. https://doi.org/10.1509/jmkg.65.3.34.18334
Brady, M., Cronin, J., Fox, G. y Roehm, M. (2008). Strategies to offset performance failures: The role of brand equity. Journal of Retailing, 84 (2), 151–164. https://doi.org/10.1016/j.jretai.2008.04.002
Bourdeau, B., Brady, M., Cronin, J., Keel, A., y Voorhess, C. (2013). The moderating role of attitude in consumers’ service assessments. The Marketing Management Journal, 23, (2), 86-100. http://www.mmaglobal.org › MMJ › 2013-Fall
Camisón, C., Cruz, S. y González, T. (2006). Gestión de la calidad: conceptos, enfoques, modelos y sistemas. Pearson Educación S.A.
Cook, C., Heath, F. & Thompson, B. (2001). Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study. Journal of Business Research, 62, (2), 147-153. https://doi.org/10.5860/crl.62.2.147
Cook, C., Heath, F. & Thompson, B. (2002). LibQUAL+: One Instrument in the New Measures Toolbox. Journal of Library Administration, 35, (4), 41-46. https://doi.org/10.1300/J111v35n04_09
Cook, C., Thompson, B. & Kyrillidou, M. (2006). Stability of library service quality benchmarking norms across time and cohorts: A LibQUAL+ Study [conference]. Asia-Pacific Conference on Library & Information Education & Practice, Singapore, Singapore. http://hdl.handle.net/10150/106442
Cronin, J. & Taylor, S. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, (3), 55-58. https://doi.org/10.2307/1252296
Cronin, J. & Taylor, S. (1994). An empirical assessment of the servperf scale. Journal of Marketing Theory and Practice, 2, (4), 52-60. https://www.jstor.org/stable/40469732
Cronin, J. (2016). Retrospective: a cross-sectional test of the effect and conceptualization of service value revisited. Journal of Marketing Services, 30, (3), 261-265. https://doi.org/10.1108/JSM-11-2015-0328
Dabholkar, P., Rentz, J. & Thorpe, D. (1996). A measure of service quality for retails stores: scale development and validation. Journal of the academy of Marketing Science, 24, (1), 3-16. https://doi.org/10.1007/BF02893933
Donabedian, A. (1966). Evaluating the Quality of Medical Care. The Milbank Memorial Fund Quarterly. 44, (3), 166-206. https://www.jstor.org/stable/3348969
Donabedian, A. (1981). Criteria, norms and standards of quality: What do they mean? American Journal of Public Health. 71, (4), 409-412. Doi: 10.2105/ajph.71.4.409
Donabedian, A. (1996). The Effectiveness of Quality Assurance. International Journal for Quality in Health Care. 8, (4), 401-407. DOI: 10.1093/intqhc/8.4.401
Duque, E. (2005). Revisión del concepto de calidad del servicio y sus modelos de medición. Revista Innovar, 15(25), 64-80. https://www.redalyc.org/pdf/818/81802505.pdf
Grönroos, C. (1978). A Service-Orientated Approach to Marketing of Services. European Journal of Marketing, 12, (8), 588-601. https://doi.org/10.1108/EUM0000000004985
Grönroos, C. (1982). An Applied Service Marketing Theory. European Journal of Marketing. 16 (7), 30-41. https://doi.org/10.1108/EUM0000000004859
Grönroos, C. (1988). Service Quality: The six criteria of good perceived service. Review of Business. 9 (3), 10-13
Ladhari, R. (2008). Alternative measures of service quality: a review. Managing Service Quality: An International Journal, 18, (1), 65-86, http://dx.doi.org/10.1108/09604520810842849
Malhotra, A., Parasuraman, A. & Zeithaml, V. (2002). Service Quality Delivery Through web Sites: A critical review of Extant Knowledge. Journal of the academy of Marketing science, 30, (4), 362-375. https://doi.org/10.1177/009207002236911
Martínez, J. & Martínez, L. (2010). Rethinking perceived service quality: An alternative to Hierarchical and multidimensional models. Total Quality Management, 21, (1), 93-118. https://doi.org/10.1080/14783360903492694
Torres, M. y Vásquez, C. (2015). Modelos de evaluación de la calidad del servicio: caracterización y análisis. Compendium, 18 (35), 57-76. https://www.redalyc.org/articulo.oa?id=88043199005
Zeithaml, V. (1981). How consumer evaluation processes differ between goods and services. Marketing of Services, American Marketing Association. 186-190.