<?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>0123-5923</journal-id>
<journal-title><![CDATA[Estudios Gerenciales]]></journal-title>
<abbrev-journal-title><![CDATA[estud.gerenc.]]></abbrev-journal-title>
<issn>0123-5923</issn>
<publisher>
<publisher-name><![CDATA[Universidad Icesi]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0123-59232021000400622</article-id>
<article-id pub-id-type="doi">10.18046/j.estger.2021.161.4603</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[¿Cómo afecta la innovación en la satisfacción y la lealtad hacia el establecimiento minorista?]]></article-title>
<article-title xml:lang="en"><![CDATA[How does innovation affect satisfaction and loyalty to the retail store?]]></article-title>
<article-title xml:lang="pt"><![CDATA[Como a inovação afeta a satisfação e a fidelidade ao varejista?]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Marín-García]]></surname>
<given-names><![CDATA[Antonio]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Gil-Saura]]></surname>
<given-names><![CDATA[Irene]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Ruiz-Molina]]></surname>
<given-names><![CDATA[Maria Eugenia]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Valencia Facultad de Economía ]]></institution>
<addr-line><![CDATA[Valencia ]]></addr-line>
<country>Spain</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad de Valencia Facultad de Economía ]]></institution>
<addr-line><![CDATA[Valencia ]]></addr-line>
<country>Spain</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad de Valencia Facultad de Economía ]]></institution>
<addr-line><![CDATA[Valencia ]]></addr-line>
<country>Spain</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<volume>37</volume>
<numero>161</numero>
<fpage>622</fpage>
<lpage>635</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0123-59232021000400622&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0123-59232021000400622&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0123-59232021000400622&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen En el presente estudio, se examinó el concepto de innovación en el sector minorista y se definieron sus relaciones con otras variables, como la satisfacción y la lealtad, tradicionalmente vinculadas con el establecimiento minorista. Para lograr los objetivos planteados, se delimitó un modelo teórico sustentado en la literatura, que se contrastó mediante un estudio empírico utilizando un cuestionario estructurado ad hoc aplicado a una muestra de 510 clientes de establecimientos de alimentación. El análisis de los datos se desarrolló mediante la técnica de regresión por mínimos cuadrados parciales. Los resultados permiten proponer un conjunto de recomendaciones para la gestión, fundamentadas en los beneficios que las prácticas innovadoras, relacionales y en marketing, pueden ejercer en la satisfacción y en la lealtad del consumidor hacia la tienda. Clasificación JEL: M30.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract In the present study, the concept of innovation in the retail sector was examined and its relationships with other variables, such as satisfaction and loyalty, traditionally linked to the retail establishment, were defined. To achieve the proposed objectives, a theoretical model supported by the literature was defined and contrasted using an empirical study by an ad hoc structured questionnaire, carried out on a sample of 510 customers in commercial grocery establishments. The data analysis was developed using the partial least squares regression technique. The results allow proposing a set of managerial recommendations, based on the benefits that innovative practices, relational and of marketing, may exert on consumer satisfaction and loyalty to the store.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo No presente estudo, examinou-se o conceito de inovação no setor varejista e definiu-se sua relação com outras variáveis, como satisfação e lealdade, tradicionalmente vinculadas ao estabelecimento varejista. Para atingir os objetivos propostos, foi definido um modelo teórico amparado na literatura, o qual foi contrastado por meio de um estudo empírico por meio de um questionário estruturado ad hoc aplicado a uma amostra de 510 clientes de estabelecimentos de alimentação. A análise dos dados foi desenvolvida por meio da técnica de regressão de mínimos quadrados parciais. Os resultados permitem propor um conjunto de recomendações para a gestão, a partir dos benefícios que as práticas inovadoras, relacionais e de marketing podem exercer na satisfação e fidelização do consumidor para com a loja.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[innovación en producto]]></kwd>
<kwd lng="es"><![CDATA[innovación de marketing]]></kwd>
<kwd lng="es"><![CDATA[innovación relacional]]></kwd>
<kwd lng="es"><![CDATA[satisfacción]]></kwd>
<kwd lng="es"><![CDATA[lealtad]]></kwd>
<kwd lng="en"><![CDATA[product innovation]]></kwd>
<kwd lng="en"><![CDATA[marketing innovation]]></kwd>
<kwd lng="en"><![CDATA[relational innovation]]></kwd>
<kwd lng="en"><![CDATA[satisfaction]]></kwd>
<kwd lng="en"><![CDATA[loyalty]]></kwd>
<kwd lng="pt"><![CDATA[inovação de produto]]></kwd>
<kwd lng="pt"><![CDATA[inovação de marketing]]></kwd>
<kwd lng="pt"><![CDATA[inovação relacional]]></kwd>
<kwd lng="pt"><![CDATA[satisfação]]></kwd>
<kwd lng="pt"><![CDATA[lealdade]]></kwd>
</kwd-group>
</article-meta>
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