Gestión de la calidad en servicios: una revisión desde la perspectiva del management
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Publicado
03-07-2007
Ana María Serrano Bedia
Concepción López Fernández
Gema García Piqueres
Resumen
El objetivo de este artículo es llevar a cabo una revisión de la literatura sobre calidad en el sector servicios en un esfuerzo por sintetizar y estructurar el conocimiento existente en este campo y plantear una serie de sugerencias sobre posibles futuras investigaciones en el mismo. Principalmente nos hemos centrado en los trabajos que estudian la calidad en los servicios desde la perspectiva del management, una aproximación que entendemos puede ayudarnos a identificar un conjunto de aspectos que consideramos que no han sido lo suficientemente tratados en los estudios realizados hasta la fecha.
Cómo citar
Serrano Bedia, A. M., López Fernández, C., & García Piqueres, G. (2007). Gestión de la calidad en servicios: una revisión desde la perspectiva del management. Cuadernos De Gestión, 7(1), 33–49. https://doi.org/10.5295/cdg.19125as
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Keywords
Gestión de calidad, servicios, calidad de servicio, organización de empresas
References
ADAM, E. E. (1994). «Alternative quality improvement practices and organization performance», Journal of Operations Management, Vol.12, pp. 27-44.
ADAM. E. E., CORBETT, L. M., FLORES, B. E., HARRISON, N. J. et al. (1997). «An international study of quality improvement approach and firm performance», International Journal of Operations and Production Management, Vol. 17 (9), pp. 842-859.
AHIRE, S. L. & DREYFUS, P. (2000). «The impact of design management and process management on quality: an empirical investigation», Journal of Operations Management, Vol. 18, pp. 549-575.
AHIRE, S. L., GOLHAR, D. Y. & WALLER, M. A. (1996). «Development and validation of TQM Implementation Constructs», Decision Sciences, Vol. 27 (1), pp. 23-56.
ANDERSON, J. C., RUNGTUSANATHAM, M. & SCHROEDER, R.C. (1994). A theory of quality management. Academy of Management Review, Vol.19 (3), pp.472-509.
ANDERSON, J. C., RUNGTUSANATHAM, M., SCHROEDER, R.C. & DEVARAJ, S. (1995). A path analytic model of a theory of quality management underlying the Deming management method: preliminary empirical findings. Decision Sciences, Vol.26 (5), pp.637-658.
BENSON, P. G., SARAPH, J. V. & SCHROEDER, R. G. (1991). «The effects of organizational context on quality management: an empirical investigation», Management Science, Vol.37 (9), pp.1107-1124.
BLACK, S. & PORTER, L. (1995). «An empirical model for total quality management», Total Quality Management, Vol.6 (2), pp.149-164.
BLACK, S. & PORTER, L. (1996). «Identification of the critical factors of TQM», Decision Sciences, Vol.27 (1), pp.1-20.
BRADY, M. K & CRONIN, J. (2001). «Some new thoughts on conceptualizing perceived service quality: a hierarchical approach», Journal of Marketing, Vol.65, pp.34-49.
BROGOWICZ, A. A., DELENE, L. M. & LYTH, D.M. (1990). «A synthesised service quality model with managerial implications», International Journal of Service Industry Management, Vol. 1, pp. 27-45.
BROWN, S. W. & SWARTZ, T. A. (1989). «A gap analysis of professional service quality», Journal of Marketing, Vol.53, pp.92-98.
CANDIDO, C. J. F. & MORRIS, D. S. (2000). «Charting service quality gaps», Total Quality Management, Vol.11 (4/5&6), pp.463-472.
CANDIDO, C. J.F. & MORRIS, D. S. (2001). «The implications of service quality gaps for strategy implementation», Total Quality Management, Vol.12, (7&8), pp.825-833.
CHENET, P, TYNAN, C. & MONEY, A. (1999). «Service performance gap: Re-evaluation and redevelopment», Journal of Business Research, Vol.46, pp.133-147.
CHOI, T. & EBOCH, K. (1998). «The TQM paradox: relations among TQM practices, plant performance and customer satisfaction», Journal of Operations Management, Vol.17, pp.59-75.
DEAN, J. & BOWEN, D. (1994). «Managing theory and total quality: improving research and practice through theory development», Academy of Management Review, Vol.19 (3), pp.392-418.
DEMING, W. E. (1982). Out of the crises. Cambridge, Ma: Massachussets Institute of Technology.
DOUGLAS, T. J. & FREDENDALL, L. D. (2004). «Evaluating the Deming Management Model of Total Quality in Services», Decision Sciences, Vol.35 (3), pp.393-422.
DOW, D., SAMSON, D. & FORD, S. (1999). «Exploring the myth: Do all Quality Management Practices contribute to Superior Quality Performance?», Production and Operations Management, Vol.8 (1), pp.1-27.
EASTON, G. S. & JARRELL, S. L. (1998). «The effects of Total Quality Management on corporate performance: an empirical investigation», Journal of Business, Vol.71 (2), pp.253-307.
FLYNN, B. B., SCHROEDER, R. G. & SAKAKIBARA, S. (1995). «The impact of quality management practices on performance and competitive advantage», Decision Sciences, Vol.26 (5), pp. 659-691.
FROST, F. A. & KUMAR, M. (2000). «INTSERVQUAL- an internal adaptation of the GAP model in a large service organization», Journal of Services Marketing, Vol.14 (5), pp.358-377.
FUENTES, M. M., ALBACETE, C. A. & LLORENS, F. J. (2004). «The impact of environmental characteristics on TQM principles and organizational performance», Omega, Vol. 32, pp. 425-442.
GRÖNROOS, C. (1982). Strategic Management and Marketing in the Service Sector. Helsinki: Swedish School of Economics and Business Administration.
GRÖNROOS, C. (1984). «A Service Quality Model and its Marketing Implications», European Journal of Marketing, Vol.18 (4), pp.36-44.
GUPTA, A., MCDANIEL, J. C., & HERATH, S. K. (2005). «Quality management in service firms: sustaining structures of total quality service», Managing Service Quality, Vol.15 (4), pp. 389-402.
HENDRICKS, K. B. & SINGHAL, V. R. (2001). «Firm characteristics, total quality management, and financial performance», Journal of Operations Management, Vol.19, pp.269-285.
HUQ, Z. & STOLEN, J. D. (1998). «Total quality management contrasts in manufacturing and service industries», The International Journal of Quality & Reliability Management, Vol. 15 (2), p. 138.
KAYNAK, H. (2003). «The relationship between total quality management practices and their effects on firm performance», Journal of Operations Management, Vol.21 (4), pp.405-435.
LEMAK, D. J. & REED, R. (2000). «An application of Thompson´s typology to TQM in service firms», Journal of Quality Management, Vol.5, pp.67-83.
LETHINEN, U. & LETHINEN, J. (1991). «Two approaches to service quality dimensions», The Service Industries Journal, Vol.11(3).
MADU, C. N., KUEI, C. H. & JACOB, A. (1996). «An empirical assessment of the influence of quality dimensions on organizational performance», International Journal of Production Research, Vol.34 (7), pp.1943-1962.
MEYER, A., CHASE, R., ROTH, A., VOSS, C., SPERL, K.U., MENOR, L. & BLACKMON, K. (1999). «Service competitiveness-An international benchmarking comparison of service practice and performance in Germany, UK and USA», International Journal of Service Industry Management, Vol.10 (4), pp.369-379.
PARASURAMAN, A., ZEITHAML, V. A. & BERRY, L.L. (1985). «A Conceptual Model of Service Quality and its Implications for Future Research», Journal of Marketing, Vol.49, pp.41-50.
PARASURAMAN, A., ZEITHAML, V. A. & BERRY, L.L. (1988). «A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality», Journal of Retailing, Vol.64 (1), pp.12-40.
PARASURAMAN, A., BERRY, L.L & ZEITHAML, V. A. (1991). «Refinement and reassessment of the SERVQUAL scale», Journal of Retailing, Vol.67 (4), pp.420-450.
POWELL, T. C. (1995). «Total quality management as competitive advantage: a review and empirical study», Strategic Management Journal, Vol.16, pp.15-37.
PRAJOGO, D. I. (2005). «The comparative analysis of TQM practices and quality performance between manufacturing and service firms», International Journal of Service Industry Management, Vol.16 (3/4), pp.217-229.
REED, R., LEMAK, D. J. & MONTGOMERY, J. C. (1996). «Beyond process: TQM content and firm performance», Academy of Management Review, Vol.21 (1), pp.173-202.
SAMSON, D. & TERZIOVSKI, M. (1999). «The relationship between total quality management practices and operational performance», Journal of Operations Management, Vol.17, pp.393-409.
SARAPH, J., BENSON, G. & SCHROEDER, R. (1989). «An instrument for measuring the critical factors of quality management», Decision Sciences, Vol.20, pp.810-829.
SILA, I. & EBRAHIMPOUR, M. (2002). «An investigation of the total quality management survey based research published between 1989 and 2000», The International Journal of Quality & Reliability Management, Vol.19 (6/7), pp.902-970.
SOUSA, R, & VOSS, C. A. (2002). «Quality management re-visited: a reflective review and agenda for future research», Journal of Operations Management, Vol.20, pp.91-109.
SURESHCHANDAR, G. S., RAJENDRAN, C. & ANANTHARAMAN, R. N. (2001a). «A conceptual model for total quality management in service organizations», Total Quality Management, Vol.12 (3), pp.343-363.
SURESHCHANDAR, G. S., RAJENDRAN, C. & ANANTHARAMAN, R. N. (2001b). «A holistic model for total quality service», International Journal of Service Industry Management, Vol.12 (4), pp.378-412.
SURESHCHANDAR, G. S., RAJENDRAN, C. & ANANTHARAMAN, R. N. (2002). «The relationship between management’s perception of total quality service and customer perceptions of service quality», Total Quality Management, Vol.13 (1), p.69.
SURESHCHANDAR, G. S., RAJENDRAN, C. & ANANTHARAMAN, R. N. (2003). «The influence of Total Quality Service age on quality and operational performance», Total Quality Management & Business Excellence, Vol.14 (9), p.1033.
SURESHCHANDAR, G. S., RAJENDRAN, C., ANANTHARAMAN, R. N. & KAMALANABHAN, T. J. (2002). «Management’s perception of total quality service in the banking sector of a developing economy —a critical analysis—», International Journal of Bank Marketing, Vol.20 (4/5), pp.181-196.
TAYLOR, W. A., & WRIGHT, G. H. (2006). «The contribution of measurement and information infrastructure to TQM success», Omega, Vol.34 (4), pp. 372-384.
TERZIOVSKI, M. & DEAN, A. (1998). «Best predictors of quality performance in Australian service organizations», Managing Service Quality, Vol.8 (5), pp.359-366.
ZEITHAML, V. A., BERRY, L.L & PARASURAMAN, A. (1988). «Communication and control processes in the delivery of service quality», Journal of Marketing, Vol. 52, pp. 35-48.
ADAM. E. E., CORBETT, L. M., FLORES, B. E., HARRISON, N. J. et al. (1997). «An international study of quality improvement approach and firm performance», International Journal of Operations and Production Management, Vol. 17 (9), pp. 842-859.
AHIRE, S. L. & DREYFUS, P. (2000). «The impact of design management and process management on quality: an empirical investigation», Journal of Operations Management, Vol. 18, pp. 549-575.
AHIRE, S. L., GOLHAR, D. Y. & WALLER, M. A. (1996). «Development and validation of TQM Implementation Constructs», Decision Sciences, Vol. 27 (1), pp. 23-56.
ANDERSON, J. C., RUNGTUSANATHAM, M. & SCHROEDER, R.C. (1994). A theory of quality management. Academy of Management Review, Vol.19 (3), pp.472-509.
ANDERSON, J. C., RUNGTUSANATHAM, M., SCHROEDER, R.C. & DEVARAJ, S. (1995). A path analytic model of a theory of quality management underlying the Deming management method: preliminary empirical findings. Decision Sciences, Vol.26 (5), pp.637-658.
BENSON, P. G., SARAPH, J. V. & SCHROEDER, R. G. (1991). «The effects of organizational context on quality management: an empirical investigation», Management Science, Vol.37 (9), pp.1107-1124.
BLACK, S. & PORTER, L. (1995). «An empirical model for total quality management», Total Quality Management, Vol.6 (2), pp.149-164.
BLACK, S. & PORTER, L. (1996). «Identification of the critical factors of TQM», Decision Sciences, Vol.27 (1), pp.1-20.
BRADY, M. K & CRONIN, J. (2001). «Some new thoughts on conceptualizing perceived service quality: a hierarchical approach», Journal of Marketing, Vol.65, pp.34-49.
BROGOWICZ, A. A., DELENE, L. M. & LYTH, D.M. (1990). «A synthesised service quality model with managerial implications», International Journal of Service Industry Management, Vol. 1, pp. 27-45.
BROWN, S. W. & SWARTZ, T. A. (1989). «A gap analysis of professional service quality», Journal of Marketing, Vol.53, pp.92-98.
CANDIDO, C. J. F. & MORRIS, D. S. (2000). «Charting service quality gaps», Total Quality Management, Vol.11 (4/5&6), pp.463-472.
CANDIDO, C. J.F. & MORRIS, D. S. (2001). «The implications of service quality gaps for strategy implementation», Total Quality Management, Vol.12, (7&8), pp.825-833.
CHENET, P, TYNAN, C. & MONEY, A. (1999). «Service performance gap: Re-evaluation and redevelopment», Journal of Business Research, Vol.46, pp.133-147.
CHOI, T. & EBOCH, K. (1998). «The TQM paradox: relations among TQM practices, plant performance and customer satisfaction», Journal of Operations Management, Vol.17, pp.59-75.
DEAN, J. & BOWEN, D. (1994). «Managing theory and total quality: improving research and practice through theory development», Academy of Management Review, Vol.19 (3), pp.392-418.
DEMING, W. E. (1982). Out of the crises. Cambridge, Ma: Massachussets Institute of Technology.
DOUGLAS, T. J. & FREDENDALL, L. D. (2004). «Evaluating the Deming Management Model of Total Quality in Services», Decision Sciences, Vol.35 (3), pp.393-422.
DOW, D., SAMSON, D. & FORD, S. (1999). «Exploring the myth: Do all Quality Management Practices contribute to Superior Quality Performance?», Production and Operations Management, Vol.8 (1), pp.1-27.
EASTON, G. S. & JARRELL, S. L. (1998). «The effects of Total Quality Management on corporate performance: an empirical investigation», Journal of Business, Vol.71 (2), pp.253-307.
FLYNN, B. B., SCHROEDER, R. G. & SAKAKIBARA, S. (1995). «The impact of quality management practices on performance and competitive advantage», Decision Sciences, Vol.26 (5), pp. 659-691.
FROST, F. A. & KUMAR, M. (2000). «INTSERVQUAL- an internal adaptation of the GAP model in a large service organization», Journal of Services Marketing, Vol.14 (5), pp.358-377.
FUENTES, M. M., ALBACETE, C. A. & LLORENS, F. J. (2004). «The impact of environmental characteristics on TQM principles and organizational performance», Omega, Vol. 32, pp. 425-442.
GRÖNROOS, C. (1982). Strategic Management and Marketing in the Service Sector. Helsinki: Swedish School of Economics and Business Administration.
GRÖNROOS, C. (1984). «A Service Quality Model and its Marketing Implications», European Journal of Marketing, Vol.18 (4), pp.36-44.
GUPTA, A., MCDANIEL, J. C., & HERATH, S. K. (2005). «Quality management in service firms: sustaining structures of total quality service», Managing Service Quality, Vol.15 (4), pp. 389-402.
HENDRICKS, K. B. & SINGHAL, V. R. (2001). «Firm characteristics, total quality management, and financial performance», Journal of Operations Management, Vol.19, pp.269-285.
HUQ, Z. & STOLEN, J. D. (1998). «Total quality management contrasts in manufacturing and service industries», The International Journal of Quality & Reliability Management, Vol. 15 (2), p. 138.
KAYNAK, H. (2003). «The relationship between total quality management practices and their effects on firm performance», Journal of Operations Management, Vol.21 (4), pp.405-435.
LEMAK, D. J. & REED, R. (2000). «An application of Thompson´s typology to TQM in service firms», Journal of Quality Management, Vol.5, pp.67-83.
LETHINEN, U. & LETHINEN, J. (1991). «Two approaches to service quality dimensions», The Service Industries Journal, Vol.11(3).
MADU, C. N., KUEI, C. H. & JACOB, A. (1996). «An empirical assessment of the influence of quality dimensions on organizational performance», International Journal of Production Research, Vol.34 (7), pp.1943-1962.
MEYER, A., CHASE, R., ROTH, A., VOSS, C., SPERL, K.U., MENOR, L. & BLACKMON, K. (1999). «Service competitiveness-An international benchmarking comparison of service practice and performance in Germany, UK and USA», International Journal of Service Industry Management, Vol.10 (4), pp.369-379.
PARASURAMAN, A., ZEITHAML, V. A. & BERRY, L.L. (1985). «A Conceptual Model of Service Quality and its Implications for Future Research», Journal of Marketing, Vol.49, pp.41-50.
PARASURAMAN, A., ZEITHAML, V. A. & BERRY, L.L. (1988). «A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality», Journal of Retailing, Vol.64 (1), pp.12-40.
PARASURAMAN, A., BERRY, L.L & ZEITHAML, V. A. (1991). «Refinement and reassessment of the SERVQUAL scale», Journal of Retailing, Vol.67 (4), pp.420-450.
POWELL, T. C. (1995). «Total quality management as competitive advantage: a review and empirical study», Strategic Management Journal, Vol.16, pp.15-37.
PRAJOGO, D. I. (2005). «The comparative analysis of TQM practices and quality performance between manufacturing and service firms», International Journal of Service Industry Management, Vol.16 (3/4), pp.217-229.
REED, R., LEMAK, D. J. & MONTGOMERY, J. C. (1996). «Beyond process: TQM content and firm performance», Academy of Management Review, Vol.21 (1), pp.173-202.
SAMSON, D. & TERZIOVSKI, M. (1999). «The relationship between total quality management practices and operational performance», Journal of Operations Management, Vol.17, pp.393-409.
SARAPH, J., BENSON, G. & SCHROEDER, R. (1989). «An instrument for measuring the critical factors of quality management», Decision Sciences, Vol.20, pp.810-829.
SILA, I. & EBRAHIMPOUR, M. (2002). «An investigation of the total quality management survey based research published between 1989 and 2000», The International Journal of Quality & Reliability Management, Vol.19 (6/7), pp.902-970.
SOUSA, R, & VOSS, C. A. (2002). «Quality management re-visited: a reflective review and agenda for future research», Journal of Operations Management, Vol.20, pp.91-109.
SURESHCHANDAR, G. S., RAJENDRAN, C. & ANANTHARAMAN, R. N. (2001a). «A conceptual model for total quality management in service organizations», Total Quality Management, Vol.12 (3), pp.343-363.
SURESHCHANDAR, G. S., RAJENDRAN, C. & ANANTHARAMAN, R. N. (2001b). «A holistic model for total quality service», International Journal of Service Industry Management, Vol.12 (4), pp.378-412.
SURESHCHANDAR, G. S., RAJENDRAN, C. & ANANTHARAMAN, R. N. (2002). «The relationship between management’s perception of total quality service and customer perceptions of service quality», Total Quality Management, Vol.13 (1), p.69.
SURESHCHANDAR, G. S., RAJENDRAN, C. & ANANTHARAMAN, R. N. (2003). «The influence of Total Quality Service age on quality and operational performance», Total Quality Management & Business Excellence, Vol.14 (9), p.1033.
SURESHCHANDAR, G. S., RAJENDRAN, C., ANANTHARAMAN, R. N. & KAMALANABHAN, T. J. (2002). «Management’s perception of total quality service in the banking sector of a developing economy —a critical analysis—», International Journal of Bank Marketing, Vol.20 (4/5), pp.181-196.
TAYLOR, W. A., & WRIGHT, G. H. (2006). «The contribution of measurement and information infrastructure to TQM success», Omega, Vol.34 (4), pp. 372-384.
TERZIOVSKI, M. & DEAN, A. (1998). «Best predictors of quality performance in Australian service organizations», Managing Service Quality, Vol.8 (5), pp.359-366.
ZEITHAML, V. A., BERRY, L.L & PARASURAMAN, A. (1988). «Communication and control processes in the delivery of service quality», Journal of Marketing, Vol. 52, pp. 35-48.
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