Space oddity: How human density influences satisfaction in luxury services

Human density plays a crucial role in the management of service industries, especially in luxury settings. It affects satisfaction through two routes: a direct positive "human crowding route" and an indirect negative "spatial crowding route" via perceived space crowdedness. Through the analysis of over 16.000 questionnaires completed by airline passengers departing from a lounge, this article demonstrates the relevance of these two routes. Additionally, considering the circadian rhythms influenced by chronobiology, it shows that the time of day moderates their significance. Specifically, both the human crowding route and the spatial crowding route intensify as the day progresses. By shedding light on the influence of time of day on satisfaction in luxury services, we contribute to the biological underpinnings of consumer behavior and provide relevant recommendations to space managers in luxury industries.