<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0186-1042</journal-id>
<journal-title><![CDATA[Contaduría y administración]]></journal-title>
<abbrev-journal-title><![CDATA[Contad. Adm]]></abbrev-journal-title>
<issn>0186-1042</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional Autónoma de México, Facultad de Contaduría y Administración]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0186-10422020000300015</article-id>
<article-id pub-id-type="doi">10.22201/fca.24488410e.2020.2411</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Automobile manufacturers, marketing channels and consumer loyalty]]></article-title>
<article-title xml:lang="es"><![CDATA[Fabricantes de automóviles, canales de mercadotecnia y lealtad del consumidor]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[García]]></surname>
<given-names><![CDATA[Sara]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Carrete]]></surname>
<given-names><![CDATA[Lorena]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Arroyo]]></surname>
<given-names><![CDATA[Pilar]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Instituto Tecnológico y de Estudios Superiores de Monterrey EGADE Bussiness School ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Instituto Tecnológico y de Estudios Superiores de Monterrey EGADE Bussiness School ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Instituto Tecnológico y de Estudios Superiores de Monterrey EGADE Bussiness School ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>09</month>
<year>2020</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>09</month>
<year>2020</year>
</pub-date>
<volume>65</volume>
<numero>3</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0186-10422020000300015&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0186-10422020000300015&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0186-10422020000300015&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract 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.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El propósito de esta investigación es demostrar la importancia de la cooperación entre fabricantes de bienes durables, específicamente carros, y sus canales de mercadotecnia, para alcanzar metas estratégicas tales como la retención de clientes. Una encuesta fue administrada a 644 propietarios de carros subcompactos producidos por las tres armadoras líderes en México-Nissan, GM y Volkswagen. Con base en estos datos, se validaron las multiescalas desarrolladas para medir los conceptos clave y se aplicó un análisis de regresión para probar las hipótesis de investigación. Los resultados indican que la satisfacción con la marca de carro y con el servicio postventa contribuyen igualmente a la lealtad del consumidor. Mientras que la imagen de la marca y del distribuidor afectan directa e indirectamente a la lealtad a través de la mediación de la satisfacción. Este estudio contribuye a la literatura existente que reconoce la importancia de implementar una estrategia conjunta entre fabricantes y detallistas para fortalecer la lealtad de los clientes de bienes durables. Los fabricantes de automóviles tienen la oportunidad de incrementar la satisfacción y lealtad del consumidor, y consecuentemente su propia rentabilidad, al ser conscientes de la importancia que tiene el servicio postventa en la intención de recomprar la misma marca de auto.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Marketing channel]]></kwd>
<kwd lng="en"><![CDATA[After-Sale service]]></kwd>
<kwd lng="en"><![CDATA[Satisfaction]]></kwd>
<kwd lng="en"><![CDATA[Loyalty, Dealer image]]></kwd>
<kwd lng="en"><![CDATA[M31]]></kwd>
<kwd lng="en"><![CDATA[M10]]></kwd>
<kwd lng="en"><![CDATA[M30]]></kwd>
<kwd lng="es"><![CDATA[Canal de mercadotecnia]]></kwd>
<kwd lng="es"><![CDATA[Servicio postventa]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción]]></kwd>
<kwd lng="es"><![CDATA[Lealtad]]></kwd>
<kwd lng="es"><![CDATA[Imagen del detallista]]></kwd>
<kwd lng="es"><![CDATA[M31]]></kwd>
<kwd lng="es"><![CDATA[M10]]></kwd>
<kwd lng="es"><![CDATA[M30]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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