Resumo

MOREIRA-ALAVA, Doménica Ariana; ORMAZA-MOLINA, Mariuxi Viviana  e  NEGRIN-SOSA, Ernesto. Service innovation and customer experience in coffee shops in Manta. Case study. Gestio et Productio [online]. 2025, vol.7, n.13, pp.46-60.  Epub 25-Dez-2025. ISSN 2739-0039.  https://doi.org/10.35381/gep.v7i13.325.

This study analyzes the influence of service innovation on customer satisfaction in the SAMOR chocolate cafeteria, located in Manta, Ecuador. Using an analytical-synthetic approach and a non-experimental cross-sectional design, several key dimensions such as product innovations, service digitalization, sensory experience and sustainability were identified. Surveys, semi-structured interviews and observations were conducted to collect innovative practices and their relationship with customer satisfaction. The results indicate that the most influential variables in customer satisfaction are staff treatment, product quality and presentation, and sensory experience. Although sustainability is valued, its direct impact on customer satisfaction was limited. It is concluded that SAMOR should work on implementing innovative strategies that include technological expectations and customer loyalty.

Palavras-chave : Innovation; services; strategies; business management; customer satisfaction.

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