Emotional, social and functional benefits of new industrial companies services

Although the concept of profits and benefits has been broadly expressed in marketing concepts, limited empirical research has been done to determine the benefits and how they affect customer satisfaction in the field of modern industrial services. Usually, benefits are described in the form of a single, all-embracing concept, but new emerging interests are considered multi-dimensional, including social, functional and emotional benefits. The purpose of this study is to investigate these benefits in the field of modern services of industrial companies and their relationship with customer satisfaction. The statistical population of the survey consisted of 225 customers in the field of modern services of industrial companies from 18 industrial service companies in Iran. Each of these three variables shows a different pattern of relationship with customer satisfaction. Applied interests have a positive relationship with customer satisfaction, while emotional and social benefits show nonlinear relationships. Emotional benefits, along with the increase, have a decreasing effect on customer satisfaction, and social benefits reach a flattened level after the threshold. These results show that recognizing these three types of profits and the different forms of their relationship with customer satisfaction can lead to effective strategies to create customer satisfaction in the development of new services.