Abstract
In recent years, customer experience and satisfaction have become more critical than ever before. Companies focus on these two elements to retain and acquire customers in a highly competitive environment. The relationship between authors and publishers has always been complex, with dynamics deeply rooted in the social and cultural environment. At the same time, the success of their collaboration significantly impacts the local creative and sociocultural landscape. It is essential to understand the factors that determine author satisfaction and ease of collaboration, both generally and industry-specific, to support the growth and development of the book sector. This paper analyzes the collaborative dynamics between authors and publishers using the Customer Satisfaction (CSAT) and Customer Effort Score (CES) metrics based on a survey of 133 authors from various literary fields and geographic areas in Romania. The research findings provide insight into the key drivers behind authors' satisfaction and ease of collaboration with publishers. Moreover, we suggest practical recommendations from authors to publishers that can improve their collaborative processes, enhancing positive experiences for authors and potentially improving the overall quality of published works. This study's insights shall benefit authors, publishing houses, various organizations operating in the publishing field, policymakers, and regulatory bodies.