Analysis of customer loyalty in automotive workshops with the application of the customer Journey Map Method

This article highlights the lack of understanding among automotive workshop managers and owners regarding customer behavior, as well as the absence of effective programs or communication in customer service processes. The use of the Customer Journey Map is proposed as a strategic tool to achieve cus...

• Main Author: Sanay Indacochea, Arturo Guillermo (author)
• Other Authors: Cindy Melissa Loor Mero (author), Noroña Merchán, Marco Vinicio (author)
• Format: article
• Language: spa
• Published: 2025
• Subjects: Customer Journey Map; fidelización; cliente; talleres automotrices; satisfacción; loyalty; customer; automotive workshops; satisfaction
• Online Access: https://revistas.uteq.edu.ec/index.php/ingenio/article/view/771