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Titel:

Behavioral consequences of overbooking service capacity

Dokumenttyp:
Zeitschriftenaufsatz
Autor(en):
v. Wangenheim, F.; T., Bayón
Abstract:
As a consequence of implementing revenue management systems, many service firms (e.g., airlines, hotels, car rentals) systematically overbook capacity, thus striving to maximize the revenue at one particular point in time (i.e., one flight, one night, and one day). The academic literature has not addressed how customers behaviorally respond to overbooking experiences, such as downgrading, denied service, or upgrading. In this article, the authors use the econometric technique of conditional diff...     »
Zeitschriftentitel:
Journal of Marketing
Jahr:
2007
Band / Volume:
71
Heft / Issue:
4
Seitenangaben Beitrag:
S. 36–47
Format:
Text
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