<?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>0121-5051</journal-id>
<journal-title><![CDATA[Innovar]]></journal-title>
<abbrev-journal-title><![CDATA[Innovar]]></abbrev-journal-title>
<issn>0121-5051</issn>
<publisher>
<publisher-name><![CDATA[Facultad de Ciencias Económicas. Universidad Nacional de Colombia.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0121-50512022000300049</article-id>
<article-id pub-id-type="doi">10.15446/innovar.v32n85.101126</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Las condiciones explicativas de la lealtad del cliente en las relaciones comerciales B2B]]></article-title>
<article-title xml:lang="en"><![CDATA[EXPLANATORY CONDITIONS OF CUSTOMER LOYALTY IN B2B BUSINESS RELATIONSHIPS]]></article-title>
<article-title xml:lang="pt"><![CDATA[AS CONDIÇÕES EXPLICATIVAS DA LEALDADE DO CLIENTE NAS RELAÇÕES COMERCIAIS B2B]]></article-title>
<article-title xml:lang="fr"><![CDATA[LES CONDITIONS EXPLICATIVES DE LA FIDÉLITÉ DES CLIENTS DANS LES RELATIONS COMMERCIALES B2B]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Granados-Payán]]></surname>
<given-names><![CDATA[Juan Carlos]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pedraza-Rodríguez]]></surname>
<given-names><![CDATA[José Antonio]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pérez]]></surname>
<given-names><![CDATA[Leonor M.]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Gallarza]]></surname>
<given-names><![CDATA[Martina G.]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Córdoba  ]]></institution>
<addr-line><![CDATA[Córdoba ]]></addr-line>
<country>Spain</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad de Córdoba  ]]></institution>
<addr-line><![CDATA[Córdoba ]]></addr-line>
<country>Spain</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad de Córdoba  ]]></institution>
<addr-line><![CDATA[Córdoba ]]></addr-line>
<country>Spain</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Universitat de Valencia  ]]></institution>
<addr-line><![CDATA[Valencia ]]></addr-line>
<country>Spain</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>09</month>
<year>2022</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>09</month>
<year>2022</year>
</pub-date>
<volume>32</volume>
<numero>85</numero>
<fpage>49</fpage>
<lpage>66</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0121-50512022000300049&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0121-50512022000300049&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0121-50512022000300049&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN: El estudio del binomio rentabilidad-lealtad del cliente suscita el interés de académicos y empresarios por la influencia que tiene sobre el valor del cliente, la sostenibilidad y el crecimiento de la empresa. Este artículo explora el concepto de valor y la cadena de efectos del valor percibido, la satisfacción y otros vínculos intermedios como la confianza y el compromiso que conducen a la lealtad del cliente. Se utiliza el análisis cualitativo comparado (QCA, por sus siglas en inglés) para estudiar esta cadena de efectos difíciles de observar debido a la ausencia de fuentes estandarizadas. El artículo realiza contribuciones de carácter metodológico para incrementar el grado de lealtad en los clientes. El análisis muestra los condicionantes que influyen en las relaciones comerciales B2B conducentes a la obtención de clientes leales. Las conclusiones resaltan las posibilidades de combinaciones "ganadoras" en la cadena de efectos para que las empresas evalúen su utilidad en la interacción con sus clientes cuando aplica estrategias para incrementar su lealtad en el proceso de compra. La aproximación cualitativa más útil evidencia la importancia de la satisfacción del cliente, enlazada con la confianza y el compromiso para captar y mantener a los clientes leales.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT The study of the customer profitability-loyalty binomial has generated great interest among scholars and businesspeople due to its influence on customer value and the sustainability and growth of companies. This article explores the concept of value and the chain of effects of perceived value, satisfaction, and other intermediate links, such as trust and commitment, that lead to customer loyalty. Qualitative comparative analysis (QGA) is used to study this chain of effects, which are difficult to observe due to the absence of standardized methods. This article provides methodological contributions to increase the degree of customer loyalty. The analysis presented shows the conditions that influence B2B business relationships leading to attaining loyal customers. Our conclusions highlight the "winning" combinations in the aforementioned chain of effects, so companies could evaluate their usefulness as part of the interaction with their customers when applying strategies aimed at increasing loyalty. The most useful qualitative approach emphasizes the importance of customer satisfaction, which is linked to trust and commitment in order to attract and keep loyal customers.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[RESUMO: O estudo do binómio rentabilidade-lealdade do cliente desperta o interesse de académicos e empresários pela influência que tem sobre o valor do cliente, a sustentabilidade e o crescimento da empresa. Este artigo explora o conceito de valor e a cadeia de efeitos do valor percebido, a satisfação e outros vínculos intermediários como a confiança e o compromisso que conduzem à lealdade do cliente. É utilizada a análise qualitativa comparada (QCA, por sua sigla inglês) para estudar essa cadeia de efeitos difíceis de observar devido à ausência de fontes padronizadas. Este artigo realiza contribuições de caráter metodológico para aumentar o grau de lealdade nos clientes. A análise mostra os condicionantes que influenciam nas relações comerciais B2B que levam à obtenção de clientes leais. As conclusões ressaltam as possibilidades de combinações "ganhadoras" na cadeia de efeitos para que as empresas avaliem sua utilidade na interação com seus clientes quando aplica estratégias para aumentar sua lealdade no processo de compra. A abordagem qualitativa mais útil evidencia a importância da satisfação do cliente, vinculada à confiança e ao compromisso para captar e manter aos clientes leais.]]></p></abstract>
<abstract abstract-type="short" xml:lang="fr"><p><![CDATA[RESUME : L'étude du lien entre la rentabilité et la fidélité du client intéresse les universitaires et les entrepreneurs en raison de son influence sur la valeur du client, la durabilité et la croissance de l'entreprise. Cet article explore le concept de valeur et la chaîne d'effets de la valeur perçue, de la satisfaction et d'autres liens intermédiaires, tels que la confiance et l'engagement qui conduisent à la fidélisation des clients. On a utilisé l'analyse comparative qualitative (ACQ) pour étudier cette chaîne d'effets, difficile à observer en raison de l'absence de sources standardisées. L'article apporte des contributions méthodologiques pour accroître la fidélité des clients. L'analyse montre les déterminants qui influencent les relations commerciales B2B menant à des clients fidèles. Les conclusions mettent en évidence les possibilités de combinaisons « gagnantes » dans la chaîne des effets pour les entreprises afin d'évaluer leur utilité dans l'interaction avec leurs clients lors de l'application de stratégies visant à accroître leur fidélité dans le processus d'achat. L'approche qualitative la plus utile souligne l'importance de la satisfaction du client, liée à la confiance et à l'engagement, pour attirer et conserver des clients fidèles.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[agencias de viaje]]></kwd>
<kwd lng="es"><![CDATA[B2B]]></kwd>
<kwd lng="es"><![CDATA[lealtad]]></kwd>
<kwd lng="es"><![CDATA[QCA]]></kwd>
<kwd lng="en"><![CDATA[Travel agencies]]></kwd>
<kwd lng="en"><![CDATA[B2B]]></kwd>
<kwd lng="en"><![CDATA[loyalty]]></kwd>
<kwd lng="en"><![CDATA[QCA]]></kwd>
<kwd lng="pt"><![CDATA[agências de viagem]]></kwd>
<kwd lng="pt"><![CDATA[B2B]]></kwd>
<kwd lng="pt"><![CDATA[lealdade]]></kwd>
<kwd lng="pt"><![CDATA[QCA]]></kwd>
<kwd lng="fr"><![CDATA[agences de voyages]]></kwd>
<kwd lng="fr"><![CDATA[B2B]]></kwd>
<kwd lng="fr"><![CDATA[fidélité]]></kwd>
<kwd lng="fr"><![CDATA[QCA]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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