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

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ABSTRACTThe purpose of this study was to examine the relationships between service evaluation, corporate image, switching barriers, and customers’ intentional loyalty. The proposed model was tested and valuated in the mobile services context. A field survey was conducted using a structured questionnaire about the investigated concepts. To test the proposed hypotheses, a model was constructed and estimated using the method of partial least squares. Findings indicate that service evaluation constructs have both direct and indirect effects, through customer satisfaction and corporate image, on customers’ intentional loyalty. The outcomes suggest that marketers, in their effort to develop more customer-oriented marketing plans, should consider both the pool-in factors, reflecting the value of the provided services, customer satisfaction, and corporate image, and the interactions among them, as well as the push-back factors, as they all impact on customers’ behavioral intentions. The research was limited to one service setting and the proposed model should be cross-validated in other service settings before the relationships among its components are fully clarified. Also, the use of cross-section design reduces inference ability regarding temporal changes in research constructs. This article contributes in adding to the body of the existing knowledge by considering both corporate image and switching barriers, along with service evaluation constructs, as antecedents of consumer’s intentions determination, resulting in a model that has not been investigated thus far.

Shared space: Negotiating sites of (un)sustainable mobility

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.

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.

Supply chain postponement research has mainly focused on inventory management and lead time. The South African car industry is vital for the economy, driving job creation and economic development, thus addressing social issues such as inequality, unemployment, and crime. It is essential to meet client needs and proactively plan for sector growth, as this will create new job opportunities, drive economic progress, and improve the overall quality of life. This study investigates the relationship between assembly and order (ATO) and customer satisfaction in the South African automobile supply chain. Through the administration of a cross-sectional survey incorporating closed-ended questions, we obtained quantitative data from a sample of 375 individuals working at automobile dealerships. This data was then analyzed to evaluate the hypothesis that the ATO strategy can enhance customer satisfaction. Embracing this research is not just beneficial; it is a necessary step toward elevating service quality and fostering industry advancement. The findings revealed that customer input through the process could potentially improve customer satisfaction by improving five service quality variables, namely the tangibles: responsiveness, empathy, assurance, and reliability. Key stakeholders in this supply chain segment must prioritize enhancing customer relationship management and gaining deeper insights into end customers. Using the customer decoupling point with assembly-to-order (ATO) processes, along with targeted marketing and thorough market research, can achieve this goal. Focusing on customer satisfaction fosters loyalty, leading to more efficient marketing and superior relationship tactics, ultimately boosting the South African automobile industry’s market share and positively impacting job preservation and creation.

Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs, not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs, mainly in the business-to-consumer (B2C) environment. The authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses and, in particular, confirm the mediating role of customer satisfaction.

This study explores the influence of experiential value and novelty on customer satisfaction, brand love, and behavioral intention in robot barista coffee shops (RBCS) in Bandung, Indonesia. The research highlights how these variables interact to shape consumer behavior in a novel service setting. Data from 250 respondents, collected using a purposive sampling method and analyzed through Partial Least Squares (PLS), reveal several key findings. Experiential value significantly improves customer satisfaction, emphasizing the importance of engaging and memorable service experiences. Novelty is also a critical driver, contributing to customer interest and satisfaction by offering unique and innovative service encounters. Customer satisfaction strongly affects brand love, indicating that emotional attachment plays a central role in building customer loyalty. Furthermore, satisfied customers are more likely to exhibit positive behavioral intentions, including repeat visits and advocacy. These results underline the necessity for businesses to continuously innovate and enhance service quality to foster long-term customer relationships. This study not only adds to the limited research on robotic services in Indonesia but also offers practical insights for industry stakeholders aiming to adopt innovative technologies in customer-facing roles. Moreover, the findings contribute to the Sustainable Development Goals (SDGs) by advancing innovation (SDG 9) and promoting sustainable consumption patterns (SDG 12). By integrating robotics and prioritizing customer experience, businesses can create sustainable competitive advantages in the evolving service landscape.

Emerging Marketing Research on Healthcare and Medical Decision Making: Toward a Consumer-Centric and Pluralistic Methodological Perspective

Despite the growing number of atmospheric studies in the various service settings such as restaurants and hotels, the application of atmospheric studies in the coffee shop has not gained much attention from scholars. The purpose of this study is to determine the coffee shop atmospheric dimension and the influence on customer satisfaction and behaviour intention of the coffee shop customers. The result of reviewing a large number of service environment literature has identified four dimensions of coffee shop atmospherics: facility aesthetic, ambience condition, spatial layout, and social. Subsequently, these dimensions are used to examine their role in customer satisfaction and behaviour intention. The data were collected from 298 coffee shop customers at ten coffee shops and each measurement was subjected for validity analysis of and composite reliability that were analyzed using confirmatory factor analysis (CFA). The relationship between variables was verified using the Structural Equation Model (SEM). The findings of this study are: first, the coffee shop atmospherics influence customer satisfaction positively; second, customer satisfaction has a mediation role in the relationship between coffee shop atmospheric and behaviour intention; third, customer satisfaction affects behaviour intention significantly. The findings implied that the coffee shop atmospheric has a paramount role in affecting customer satisfaction which can lead to positive behaviour intention of the customers such as spreading the positive word about the coffee shop and revisiting intention.

Objective: The purpose of this study is to assess the impact of customer experience on customer satisfaction within the banking sector in Botswana. It aims to explore how technological innovations and increased customer education influence customer satisfaction and loyalty, and to identify gaps in the current understanding of customer experience assessments in this context. Theoretical Framework: This study is grounded in the Expectancy Disconfirmation Theory (EDT) which posits that customer satisfaction is determined by the comparison between expected and perceived performance. According to EDT, when service performance exceeds customer expectations, positive disconfirmation occurs, leading to high satisfaction. Conversely, if performance falls short of expectations, negative disconfirmation occurs, resulting in dissatisfaction. This theory focuses on how discrepancies between what customers anticipate and what they actually experience influence their overall satisfaction with a service or product. It helps in understanding how meeting or exceeding customer expectations can enhance satisfaction, while failing to do so can lead to dissatisfaction. Methods: This study adopts a positivist philosophy and employs a quantitative approach. Data was collected using a structured questionnaire designed to measure various aspects of customer experience and satisfaction. Descriptive statistics were first used to summarize the data, followed by regression analysis to evaluate the correlation between customer experiences and customer satisfaction. This approach allows for a comprehensive understanding of how technological and service innovations affect customer perceptions and satisfaction. Results: The analysis reveals a significant positive relationship between customer experience and customer satisfaction among banking customers in Botswana. Technological advancements and innovations in banking services contribute to enhanced customer satisfaction. The findings underscore the importance of managing customer experiences effectively to maintain competitiveness and foster loyalty. Research Implications: This study highlights the crucial role of technological innovations and customer education in enhancing customer satisfaction and loyalty within Botswana's banking sector. Banks should focus on leveraging technological advancements and improving customer education to drive satisfaction and competitiveness. Establishing Customer Advisory Boards and Customer Experience Teams is recommended to manage and improve customer experiences effectively. The findings suggest that integrating these strategies with a focus on Sustainable Development Goals (SDGs) can support both economic growth and innovation. Additionally, future research could further explore how different technological innovations impact various customer segments and the long-term effects of these changes on overall service quality and customer loyalty. Originality/Value: This research contributes original insights into the relationship between customer experience and satisfaction in the context of Botswana’s banking sector. It highlights how technological innovations and increased customer education can drive customer satisfaction and loyalty. The study provides practical recommendations for banks, such as establishing Customer Advisory Boards and Customer Experience Teams, to enhance service quality and maintain a competitive edge. Additionally, it aligns with Sustainable Development Goals (SDGs), particularly SDG 9 (Industry, Innovation, and Infrastructure) and SDG 8 (Decent Work and Economic Growth), by emphasizing the role of innovation and technology in supporting economic growth and improving customer satisfaction.

This study attempts to identify the factors of customer-to-customer interaction within airline services, specifically the relationship between customer-to- customer interaction and customer satisfaction. From this relationship, the moderating effect of flight attendants’ role performance is examined. This empirical study collected relevant data through a survey of local customers that experienced overseas airline services within one year. As a result, customer-to-customer interaction was broken down into four behavioral factors: externally unpleasant, lacking manners in shared space, loudness, and service complaint behavior. Within these factors, lacking manners in a shared space and loudness showed a negative influence on customer satisfaction, whereas service complaint behavior showed a positive influence on customer satisfaction. Lastly, the role of performance of the flight attendant was divided into two factors: problem solving ability and attitude towards customers. Both factors proved the moderating effect between customer-to-customer interaction and customer satisfaction. The study results address academic and practical implications.

Virtual agents (VAs) are used increasingly as representatives of the firm in retail and service settings – particularly in online environments. Existing studies indicate that the customer’s experience is enhanced if VAs resemble humans, which seems to imply that what has been learned over the years in research about the influence of the human employee’s behavior on customer satisfaction may be applicable also to VA behavior. This study explores one factor, effort, which has a positive impact on customer satisfaction when it characterizes the human employee in service encounters. Although a VA (i.e., a computer program) cannot experience effort, it was assumed that human sensitivity to other humans’ effort, and a tendency to anthropomorphize non-human agents, would make human customers susceptible to effort-expending signals when they interact with a VA. To examine this assumption, data were collected from customers who had been interacting with existing VAs. The results indicate that three specific behaviors (engaging in personal conversation, listening, and display of warmth) boost the customer’s perceptions of VA effort, and that perceived VA effort has a positive impact on customer satisfaction.

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In recent years, the global coffee industry has witnessed a remarkable surge in the preferences and behaviours of Generation Z consumers, born roughly between the mid-1990s and early 2010s. With their distinctive characteristics and preferences, Generation Z has become a significant demographic segment shaping consumer trends, particularly coffee shops. This study examines the effect of customer experience on the satisfaction and loyalty of Generation Z at coffee shops in Bengkulu City, Indonesia. This study is designed using a quantitative approach through a survey questionnaire. A total of 360 Generation Z in Bengkulu City participated and collected purposively. The data were analyzed using the SEM-PLS. The results of this study show that customer experience has a positive and significant effect on customer satisfaction and loyalty. Customer Satisfaction has a positive and significant effect on loyalty. This study concludes that the relationship between customer experience, satisfaction, and loyalty is pivotal in understanding consumer behaviour and fostering enduring customer relationships. It indicates that customer experience is crucial in influencing customer satisfaction and loyalty. When customers have positive experiences with a brand or business, they are more likely to be satisfied with their interactions and develop a sense of loyalty towards the brand. Also, customer satisfaction itself has been shown to have a direct and positive impact on customer loyalty. Satisfied customers are more inclined to continue patronizing and recommending a business to others, thus contributing to long-term loyalty and profitability. Recognizing the significance of enhancing customer experience and satisfaction can lead to stronger customer loyalty and sustainable business growth.