dor_id: 4121432

506.#.#.a: Público

590.#.#.d: Los artículos enviados a la revista "Contaduría y Administración", se juzgan por medio de un proceso de revisión por pares

510.0.#.a: Consejo Nacional de Ciencia y Tecnología (CONACyT); Sistema Regional de Información en Línea para Revistas Científicas de América Latina, el Caribe, España y Portugal (Latindex); Scientific Electronic Library Online (SciELO); SCOPUS, SCImago Journal Rank (SJR)

561.#.#.u: https://www.fca.unam.mx/

650.#.4.x: Ciencias Sociales y Económicas

336.#.#.b: article

336.#.#.3: Artículo de Investigación

336.#.#.a: Artículo

351.#.#.6: http://www.cya.unam.mx/index.php/cya/index

351.#.#.b: Contaduría y Administración

351.#.#.a: Artículos

harvesting_group: RevistasUNAM

270.1.#.p: Revistas UNAM. Dirección General de Publicaciones y Fomento Editorial, UNAM en revistas@unam.mx

590.#.#.c: Open Journal Systems (OJS)

270.#.#.d: MX

270.1.#.d: México

590.#.#.b: Concentrador

883.#.#.u: https://revistas.unam.mx/catalogo/

883.#.#.a: Revistas UNAM

590.#.#.a: Coordinación de Difusión Cultural

883.#.#.1: https://www.publicaciones.unam.mx/

883.#.#.q: Dirección General de Publicaciones y Fomento Editorial

850.#.#.a: Universidad Nacional Autónoma de México

856.4.0.u: http://www.cya.unam.mx/index.php/cya/article/view/2411/1460

100.1.#.a: García, Sara; Carrete, Lorena; Arroyo, Pilar

524.#.#.a: García, Sara, et al. (2020). Automobile manufacturers, marketing channels and consumer loyalty. Contaduría y Administración; Vol. 65, Núm. 3. Recuperado de https://repositorio.unam.mx/contenidos/4121432

245.1.0.a: Automobile manufacturers, marketing channels and consumer loyalty

502.#.#.c: Universidad Nacional Autónoma de México

561.1.#.a: Facultad de Contaduría y Administración, UNAM

264.#.0.c: 2020

264.#.1.c: 2019-08-01

653.#.#.a: Mercadotecnia; marketing channel; after-sales service; satisfaction; loyalty; mercadotecnia; marketing channel; after-sales service; satisfaction; loyalty

506.1.#.a: La titularidad de los derechos patrimoniales de esta obra pertenece a las instituciones editoras. Su uso se rige por una licencia Creative Commons BY 4.0 Internacional, https://creativecommons.org/licenses/by/4.0/legalcode.es, fecha de asignación de la licencia 2019-08-01, para un uso diferente consultar al responsable jurídico del repositorio por medio del correo electrónico revista_cya@fca.unam.mx

884.#.#.k: http://www.cya.unam.mx/index.php/cya/article/view/2411

001.#.#.#: oai:cya.www.revistas-conacyt.unam.mx:article/2411

041.#.7.h: eng

520.3.#.a: The aim of this paper is to demonstrate the importance of cooperation between manufacturers of durable goods, specifically cars, and their marketing channels to accomplish strategic goals such as customer retention. A survey was administered to 644 owners of sub-compact cars manufactured by the three lead automakers in Mexico—Nissan, GM and Volkswagen. Based on this data, multi-scales measuring key concepts were validated and a regression analysis applied to test the research hypotheses. Results indicate satisfaction with the car brand and satisfaction with the after-sales services equally contribute to customer loyalty. Meanwhile brand and dealer image directly and indirectly affect loyalty through the mediation of satisfaction. This study adds to the extant literature that recognises the importance of pursuing a joint strategy between manufacturers and retailers to enhance the loyalty of consumers of durable goods. Car manufacturers have an opportunity to increase customer satisfaction and loyalty and consequently their own profitability by being aware of the importance after-sale service has in the intentions of repurchasing the same auto brand. The aim of this paper is to demonstrate the importance of cooperation between manufacturers of durable goods, specifically cars, and their marketing channels to accomplish strategic goals such as customer retention. A survey was administered to 644 owners of sub-compact cars manufactured by the three lead automakers in Mexico—Nissan, GM and Volkswagen. Based on this data, multi-scales measuring key concepts were validated and a regression analysis applied to test the research hypotheses. Results indicate satisfaction with the car brand and satisfaction with the after-sales services equally contribute to customer loyalty. Meanwhile brand and dealer image directly and indirectly affect loyalty through the mediation of satisfaction. This study adds to the extant literature that recognises the importance of pursuing a joint strategy between manufacturers and retailers to enhance the loyalty of consumers of durable goods. Car manufacturers have an opportunity to increase customer satisfaction and loyalty and consequently their own profitability by being aware of the importance after-sale service has in the intentions of repurchasing the same auto brand.

773.1.#.t: Contaduría y Administración; Vol. 65, Núm. 3 (2020)

773.1.#.o: http://www.cya.unam.mx/index.php/cya/index

046.#.#.j: 2021-10-20 00:00:00.000000

022.#.#.a: ISSN electrónico: 2448-8410; ISSN impreso: 0186-1042

310.#.#.a: Trimestral

264.#.1.b: Facultad de Contaduría y Administración, UNAM

758.#.#.1: http://www.cya.unam.mx/index.php/cya/index

doi: https://doi.org/10.22201/fca.24488410e.2020.2411

handle: 00b30a64d7dfa2f5

harvesting_date: 2021-06-14 11:43:00.0

245.1.0.b: Automobile manufacturers, marketing channels and consumer loyalty

last_modified: 2023-03-22 16:00:00

license_url: https://creativecommons.org/licenses/by/4.0/legalcode.es

license_type: by

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