<?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>2448-7678</journal-id>
<journal-title><![CDATA[Investigación administrativa]]></journal-title>
<abbrev-journal-title><![CDATA[Investig. adm.]]></abbrev-journal-title>
<issn>2448-7678</issn>
<publisher>
<publisher-name><![CDATA[Instituto Politécnico Nacional, Escuela Superior de Comercio y Administración]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2448-76782025000100001</article-id>
<article-id pub-id-type="doi">10.35426/iav54n135.01</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Justicia Percibida, Lealtad y Confianza en Fallos en el Servicio]]></article-title>
<article-title xml:lang="en"><![CDATA[Perceived Justice, Loyalty, and Trust in Service Failures]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Martínez García]]></surname>
<given-names><![CDATA[María Elena]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Ochoa Hernández]]></surname>
<given-names><![CDATA[Magda Lizet]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Azuela Flores]]></surname>
<given-names><![CDATA[José Ignacio]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Tamaulipas  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Autónoma de Tamaulipas  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad Autónoma de Tamaulipas  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2025</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2025</year>
</pub-date>
<volume>54</volume>
<numero>135</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2448-76782025000100001&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2448-76782025000100001&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2448-76782025000100001&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El objetivo del presente es analizar la relación de la justicia percibida en la lealtad y confianza de 625 consumidores en escenarios de fallo en empresas de servicio aéreo. El método de investigación empleado fueron las ecuaciones estructurales basadas en la covarianza, los resultados muestran efectos positivos y significativos de la justicia percibida por los usuarios de aerolíneas en la confianza y la lealtad validando las hipótesis planteadas y reforzando la evidencia empírica en el campo. La originalidad radica en el análisis de la justicia percibida y sus efectos en el contexto de un fallo en el servicio. Los hallazgos promueven el análisis de la justicia como principio fundamental para establecer relaciones duraderas con los clientes, así como la importancia de la calidad en el servicio aéreo y la respuesta al usuario cuando existan fallos en el servicio prestado. Las limitaciones están relacionadas a la muestra que se conformó por usuarios de líneas aéreas de la zona Sur del estado de Tamaulipas en el aeropuerto Francisco Javier Mina.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This study aims to analyze the relationship between perceived justice and loyalty and trust of 625 consumers in scenarios of failure in airline service companies. The research method used was structural equations based on covariance; the results show positive and significant effects of perceived justice by airline users on trust and loyalty, validating the hypotheses raised and reinforcing empirical evidence in the field. The originality lies in perceived justice analysis and its effects in the context of a service failure. The findings promote the analysis of justice as a fundamental principle to establish long-lasting relationships with customers, as well as the importance of quality in air service and the response to the user when there are failures in the service provided. The limitations are related to the sample focus on airline users from the southern area of the state of Tamaulipas at the Francisco Javier Mina airport.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Justicia Percibida]]></kwd>
<kwd lng="es"><![CDATA[Lealtad]]></kwd>
<kwd lng="es"><![CDATA[Confianza]]></kwd>
<kwd lng="es"><![CDATA[Fallos en el Servicio]]></kwd>
<kwd lng="es"><![CDATA[Usuarios de Líneas Aéreas]]></kwd>
<kwd lng="es"><![CDATA[M31]]></kwd>
<kwd lng="en"><![CDATA[Perceived Justice]]></kwd>
<kwd lng="en"><![CDATA[Loyalty]]></kwd>
<kwd lng="en"><![CDATA[Trust]]></kwd>
<kwd lng="en"><![CDATA[Service Failure]]></kwd>
<kwd lng="en"><![CDATA[Airline Users]]></kwd>
<kwd lng="en"><![CDATA[M31]]></kwd>
</kwd-group>
</article-meta>
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