Spatial captivity: When consumers dislike or like feeling constrained by material surroundings in service settings

In this era of rapid technological change, Social Media has emerged as a key marketing practice in the ICT sector in India. In this chapter, the authors examine the emergence of Social Media as a marketing practice, its application in Relationship Marketing and Market Research and the influence of these on Customer Satisfaction in a B2B market. This research integrates Social Media with the widely prevalent Marketing Management and Relationship Marketing paradigms. A web based survey was used to collect data from a sampling frame of ICT firms in India. Factor analysis evidenced the emergence of Social Media as a unique and distinct factor. It also clearly shows the use of Social Media for Relationship Marketing and Market Research purposes by these ICT firms. Multiple regression analysis showed a significant positive relationship between the independent variables - Social Media, Relationship Marketing and Market Research and the dependent variable Customer Satisfaction.

This study investigates the relationship between the use of different communication styles on customer perceptions and satisfaction in online service chatbot encounters. To test these relations, an empirical approach through scenario-based experiments was arranged. Through the help of SPSS statistical software, the results showed that utilising a social-oriented communication style increases customer satisfaction, while perceptions of the chatbot's warmth mediate this impact, and perceptions of the chatbot's competence are not a mediator variable in this context; finally, the service outcome moderates this effect. These findings pave the way for more future research in the fields of human-computer interaction and anthropomorphism, and guide brand managers and technology developers to fully explore the value of different ways of interaction styles with customers, ensuring the long-term viability of this technology with proper implementation.

This study systematically maps research on hedonic value and customer satisfaction using a bibliometric approach, in order to identify dominant themes, research gaps, and key contributions in the field. Bibliometric analysis was conducted using the Scopus database, focusing on articles discussing "hedonic value" and "customer satisfaction" between 2002 and 2025. The PRISMA protocol was applied in the screening and selection process, resulting in 55 relevant articles. The analysis shows an increase in research interest since 2018, with keywords such as "customer satisfaction," "perceived enjoyment," and "emotional value" as the focus. Two main clusters identified include a focus on sales and consumer behavior. These findings also reflect the high level of international collaboration and the dominance of recent literature, confirming the topic's relevance in current academic discourse. This study contributes to the consumer behavior literature by providing a structured overview of the relationship between hedonic value and customer satisfaction, as well as identifying directions and opportunities for further research in marketing and consumer psychology.

The article examines the study of the conditions of activity of «RUSH», identifying the main problems; the assessment of the competitive environment was carried out, the degree of consumer satisfaction with the level of service provision and the assortment line was determined. In accordance with the changing and dynamic marketing environment in which the researched enterprise now operates, marketing research will allow to determine the directions of effective functioning in conditions of competition, to search for reserves to increase its competitiveness and choose effective directions for further development. The importance of using the company's marketing research system to determine the directions of its effective functioning in competition, finding reserves to increase its competitiveness and choosing effective directions for further development, which is especially important in a changing and dynamic marketing environment in which the company is now works. The main advantages of the «Eva» store line in relation to competitors in terms of assortment, pricing policy and product quality have been established. The main focus of the research was on market research, which combines consumer behavior and economic trends, which is extremely important for understanding consumer needs. Marketing research helps in management by providing information relevant to decision making. The results of marketing research help reduce the level of uncertainty in management decisions. Marketing research on customer satisfaction at «RUSH» showed that positioning the network in the women's segment was a profitable solution. In recent years, RUSH has been actively growing. Using market research methods, the management of «RUSH» can make business decisions based on the results obtained, which confirm their knowledge and experience. Marketing research helps to identify market trends, so it is necessary to conduct them often to get to know customers in detail, to study their needs and desires, to learn about their behavior and be able to manage it. Having carefully researched the market, the company's business will develop and gain certain competitive advantages.

Purpose Research in service environments has primarily examined how specific musical elements, such as tempo, rhythm and complexity, influence customer experiences. However, less attention has been given to how classical musical style, categorized by composition period and the sequential arrangement of musical styles impacts consumer satisfaction. Addressing these gaps, this study aims to examine how classical musical style and sequence is correlated with customer satisfaction during service delivery, with a focus on primacy and recency effects. Design/methodology/approach The study employed a correlational design based on surveys administered to 1,028 audience members immediately following 26 live classical concerts, in which classical music was strategically sequenced. Findings Romantic music (composed between the years 1820 and 1900) was associated with higher customer satisfaction, particularly when positioned during the middle or closing stages of the service period. Modern music (composed after1900) placed at the beginning of the sequence enhanced satisfaction, aligning with the primacy effect. Baroque music (1600–1750) at the end was associated with lower satisfaction. Practical implications The findings emphasize how service managers can leverage specific musical styles and strategic sequencing to optimize customer satisfaction, with emotional engagement discussed as a theoretical mechanism rather than an empirically measured construct. Originality/value This research addresses the strategic use of classical music in service settings, highlighting how the sequencing of musical styles can serve as a tool for enhancing customer satisfaction during service delivery.

Successful product development depends on many factors. Among the most important factors are identification and satisfaction of customers’ perceived needs, the accessibility, size and growth rate of the target market, and, of course, production costs. Since the early 1970s marketing researchers achieved remarkable results in developing methods to measure consumer preferences of multiattributed products. Additionally, market segmentation methods have been an important issue in strategic marketing research. This study, however, concentrates on a new method of product design optimization. It is shown how genetic algorithms are used to simultaneously discover optimal multi-attributed products for different customer preferences. For that purpose we chose an interactive version of the genetic algorithm where genetic operators like selection, mutation and crossover are applied as usual. The use of the interactive genetic algorithm is most suitable, where measures of utility are difficult or impossible to specify mathematically. Imprecise optimization in terms of a priori unknown individual consumer decision rules and preferences is an important issue for marketing researchers. The interactive genetic algorithm tries to solve design problems in that the consumer plays the role of the objective function during data collection.

Marketing and environmental psychology studies have long emphasized the importance of signage in large and dispersive service settings but have focused little on utilitarian service contexts. Previous studies have also analyzed the role of emotions in customer satisfaction with the servicescape, particularly in hedonic service environments such as malls, hotels, and restaurants, but a limited research has been conducted on the role of emotions in utilitarian service settings such as healthcare services. This study draws from the environmental psychology and service marketing literature to investigate the effects of signage and emotions on satisfaction with the servicescape in the hospital setting. In addition, it explores the moderating effect of emotions on the relationship between signage and satisfaction with the servicescape. The findings show that signage has a positive and significant effect on satisfaction with the servicescape. Negative emotions have a significant negative effect on satisfaction, while positive emotions have no significant effect. Differently from what was expected, emotions do not moderate the relationship between signage and satisfaction. Managerial implications are provided for service managers who wish to design a utilitarian service setting to effectively increase user satisfaction with the servicescape.

Companies must have a competitive advantage in the products they offer in order to maintain customer loyalty. To achieve the competitive advantage is by experiential marketing and customer satisfaction. This study aims to test: (1) The influence of experiential marketing on the creation of customer loyalty. (2) The influence of customer satisfaction on customer loyalty. (3) The influence of experiential marketing and customer satisfaction on customer loyalty. The population of this research is Imperial Resto Restaurant customers and samples taken as many as 115 respondents, selected by using accidental sampling technique. Collection data using questionnaire and using likert scale. Analyze using descriptive analysis method percentage and multiple regression analysis. The result of research shows that partial of experiential marketing (X1) and customer satisfaction (X2) have significant influence on customer loyalty (Y) because it has t count value greater than t table value and has significance value 0,000 < 0,05. Test results by using the coefficient of determination (R2) shows the number of Adjusted R2 of 0.439 or 43.9%. This means that the independent variables of experiential marketing (X1) and customer satisfaction (X2) together or simultaneously can explain the dependent variable that is customer loyalty (Y) of 43.9%, while the remaining 56.1% is explained by other variables not covered in this research. Keywords : Experiential Marketing, Customer Satisfaction, Customer Loyalty

Aim/Purpose: This study examined how service fairness and SERVQUAL dimensions influenced customer satisfaction and loyalty in mobile financial applications (MFAs) in Phnom Penh, Cambodia. As digital transformation reshapes financial services, understanding these factors is crucial for improving user experiences and fostering long-term engagement. Introduction/Background: Mobile financial applications (MFAs) have become an essential part of Cambodia’s urban financial ecosystem by providing accessible and cost-effective financial solutions. Despite their increasing usage, limited research exists on the factors influencing customer satisfaction and loyalty in this sector. This study aimed to bridge this gap by examining how service fairness dimensions (distributive, procedural, interpersonal, and informational) and SERVQUAL dimensions (reliability, responsiveness, assurance, and empathy) impacted customer satisfaction and loyalty. Methodology: A quantitative research methodology was employed to explore the relationships among service fairness, SERVQUAL factors, customer satisfaction, and loyalty. The study targeted individuals aged 18 and above who actively use MFAs in Phnom Penh. Due to the absence of precise population data, stratified purposive sampling was used to ensure diverse representation across Phnom Penh’s districts. Using Cochran’s formula with a 95% confidence level and a 5% margin of error, the study aimed for a sample size of 400 respondents, but 560 surveys were distributed to enhance reliability, yielding 470 valid responses. Data collection took place between May and July 2024 through online surveys and self-administered questionnaires distributed across various digital platforms. The survey instrument was structured into four key sections: demographic information, MFA usage experience, behavioral factors, and service fairness/SERVQUAL dimensions, which were measured on a five-point Likert scale. Survey items were adapted from prior studies to ensure measurement reliability and validity. The questionnaire was pretested with 30 respondents, and refinements were made to improve clarity and relevance. Advanced statistical techniques were used to analyze the data. Descriptive statistics provided an overview of respondent demographics and usage behavior. Cronbach’s Alpha was employed to assess reliability, while Confirmatory Factor Analysis (CFA) validated the construct dimensions. Structural Equation Modeling (SEM) was utilized to test the relationships among service fairness, service quality, customer satisfaction, and loyalty, with results presented through detailed statistical models and tables. Findings: The study revealed that both service fairness and SERVQUAL dimensions significantly influenced customer satisfaction, which, in turn, drives customer loyalty. Among service fairness dimensions, distributive and procedural fairness had the strongest effects on satisfaction, highlighting the importance of transparent processes and fair service outcomes. Customers responded positively to equitable resource allocation and well-structured procedural guidelines. Regarding SERVQUAL dimensions, responsiveness and assurance emerged as the most influential factors shaping customer satisfaction. Customers highly valued prompt responses to inquiries and the expertise and reliability of service providers. While empathy contributed to satisfaction, its impact was comparatively less pronounced. Customer satisfaction was found to mediate the relationships between service fairness, service quality, and loyalty. This underscored the necessity of fostering positive user experiences to enhance long-term customer retention and loyalty. The findings suggest that MFA providers should prioritize procedural fairness and responsiveness to optimize customer satisfaction and long-term engagement. Contribution/Impact on Society: This study provides empirical evidence of the role of service fairness and SERVQUAL factors in shaping customer satisfaction and loyalty in the Cambodian MFA market. While previous research has examined these factors in other industries, this study uniquely focused on MFAs in a developing Southeast Asian context. The findings emphasize the importance of fair service design and high-quality service delivery in building customer trust and loyalty. By implementing transparent service processes and prioritizing customer support quality, MFA providers can foster financial inclusion and promote sustainable business growth in emerging markets. Recommendations: For MFA providers, the study recommends emphasizing transparency, equitable service outcomes, and efficient customer support to enhance satisfaction and trust. Specifically, providers should: Improve distributive and procedural fairness by implementing clear, transparent, and fair resource allocation policies. Enhance responsiveness by ensuring customer inquiries are addressed promptly and effectively. Strengthen assurance through professional training programs that enhance staff expertise and reliability. Invest in customer service training to improve staff empathy and engagement with users. For researchers, further exploration into additional variables such as trust, security, and digital literacy could offer a more comprehensive understanding of MFA user behavior. Research Limitation: This study had several limitations. Its cross-sectional research design captured data at a single point in time, limiting the ability to infer causal relationships. Additionally, the study focused exclusively on Phnom Penh, restricting the generalizability of findings to other regions or countries. The reliance on self-reported data may have introduced potential bias, including social desirability bias. Future studies should adopt longitudinal designs and include a broader geographic scope to enhance research validity Future Research: Future studies should expand on this research by incorporating additional factors such as perceived security, trust, and digital literacy to provide deeper insights into customer satisfaction and loyalty in MFAs. Comparative studies across different regions or countries could reveal cultural differences in how service fairness and quality affect customer perceptions. Additionally, longitudinal studies tracking changes in satisfaction and loyalty over time would provide a dynamic perspective on user behavior and evolving service expectations.

This study aims to determine the extent to which product quality, price, promotion, and service quality significantly influence customer satisfaction at Es Teh Indonesia in Bogor. A total of 430 respondents participated in this study, with questionnaires distributed using a non-probability sampling technique in a descriptive quantitative research design. Data were analyzed using SPSS 29 software, applying multiple linear regression with an error value of α = 0.05. The results indicate that (1) customer satisfaction is positively and significantly influenced by product quality, (2) price significantly and favorably affects customer satisfaction, (3) promotion significantly and positively impacts customer satisfaction, and (4) service quality also has a positive and significant impact on customer satisfaction. Furthermore, the study finds that product quality, price, promotion, and service quality collectively have a positive and significant influence on customer satisfaction at Es Teh Indonesia in Bogor. These findings underscore the importance of each marketing element in fostering customer loyalty and satisfaction. The research has significant implications for Es Teh Indonesia’s strategy to enhance its product offerings, improve service quality, and design effective promotional campaigns. These results can guide the company's marketing practices to achieve a competitive advantage in the local beverage market

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This study seeks to establish the effects of customer care strategies and programs on customer satisfaction in government agencies a case study of The Kenya Bureau of Standards. The specific objectives were to establish the effects of staff training practices, management support, and customer feedback programs on customer satisfaction. Although various studies have been carried out in this area, no study has been done to examine effects customer care strategies on customer satisfaction in public institutions. The study focused on government agencies and to be specific The Kenya Bureau of Standards. Mixed mode research design was used with questionnaires and supported from secondary documents, which formed the main data collection tools. Data analysis was through Statistical Package for Social Sciences (SPSS) where inferential statistics and linear regression models were used. Staff training was significant determinant of customer satisfaction at p-value of 0.020. Management support (p-value 0.000) and customer feedback mechanisms (at p-value 0.000) had significant influence in customer satisfaction. A unit change in staff training was associated with 0.690 times change in customer satisfaction. Similarly, a unit change in management support led to 0.241 times positive change in customer satisfaction while a unit change in customer feedback mechanisms led to a 0.642 positive change in customer satisfaction. The study concluded that there was need to improve customer satisfaction through enhancing the way management implemented and supported customer service projects. The recommendations included financing customer satisfaction strategies and making customer satisfaction the core outcome of the services offered by KEBS. JEL: H11, H70 Article visualizations:

Objective: This study aims to examine the SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in relation to service quality and customer loyalty. Design/Methods/Approach: This study employs a quantitative research approach. The population consists of all customers of PT. Bintang Samudera Mandiri Line's maritime transportation and logistics services, totaling 110 companies. The sampling technique used is random sampling, with a sample size of 86 respondents. Data was collected through questionnaires distributed via Google Forms. The data analysis method utilizes SmartPLS 4.0 software. Findings: Tangibles have a significant impact on customer satisfaction. Reliability also influences customer satisfaction. Similarly, responsiveness affects customer satisfaction. However, assurance and empathy do not impact customer satisfaction. Furthermore, customer satisfaction does not significantly influence customer loyalty. Tangibles, reliability, responsiveness, assurance, and empathy do not indirectly affect customer loyalty through customer satisfaction. Originality/Value: No previous studies on SERVQUAL, customer satisfaction, and loyalty have been conducted at PT. Bintang Samudera Mandiri Line. Practical/Policy implication: Companies can use the results of this study to improve their service quality, the findings of this study provide guidance for companies to focus on the service dimensions that most affect customer satisfaction. Companies can prioritize strengthening Tangibles and Reliability to achieve increased customer satisfaction and loyalty, this study also shows the importance of efficiency and reliability in the delivery process. Therefore, companies can improve their logistics infrastructure and management system to ensure on-time delivery and better management of customer complaints. Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, and Customer Loyalty

This study aims to determine how servicescape and service quality affect customer satisfaction and word of mouth. This research is based on customer satisfaction as a benchmark for business continuity that can have an impact on marketing, with pre-survey results based on visitor testimonials from 20 people interviewed, as many as 55% of consumers are dissatisfied with servicescape and as many as 45% of consumers are dissatisfied with quality. service and only as much as 40% whose satisfaction affects word of mouth. This research was conducted at Post Shop Coffee Toffee Bogor City, with a total of 100 respondents with two equations, namely equation I Y1 = PY1X1 + PY1X2 + ?1 and equation II: Y2 = PY2X1 + PY2X2 + PY2Y1 + ?2. The analysis used in this research begins with the classic assumption test in the form of normality test and heteroskesdasticity test, path analysis with t test; f test; and codetermination test and coefficient test between variables. The results showed that the normality test for equation I and equation II, the value of sig. &gt; 0.05 means that the data residuals are normally distributed. Equations I and II do not occur heteroskesdasticity, that is, they are not patterned regularly and spread above and below the number 0. The T test for equation I obtained a calculated T value of 3.885 and 5,279 greater than T table 1985, the sig value of 0.000 less than 0.05 means that H0 is rejected and H1 is accepted, it means that both servicescape and service quality have an influence on customer satisfaction. The F test for the servicescape variable and service quality obtained the calculated F value of 88,319, greater than the F table of 3.090 and the sig 0,000 value smaller than 0.05, meaning that H0 is rejected and H1 is accepted. The contribution of the influence of X1 servicescape and X2 service quality on Y1 customer satisfaction amounted to 64.6%. T test for equation II, it is obtained that the value of T count is greater than T table 1.985, the sig value of 0.000 is less than 0.05, which means that service quality and customer satisfaction have an influence on word of mouth on consumers of Post Shop Coffee Tofee in Bogor City. The F test for the servicescape variable, service quality and customer satisfaction obtained a calculated F value of 129,419 greater than the F table of 2,699 and a sig 0,000 value less than 0.05, meaning that there is a joint influence between servicescape, service quality and customer satisfaction on word of mouth. The contribution or contribution of the influence of servicescape (X1), service quality (X2) and customer satisfaction (Y1) to word of mouth (Y2) is 80.2%. The correlation between customer satisfaction and word of mouth is 0.874 which means that customer satisfaction has a strong relationship. very strong against word of mouth.

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