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Title:

Behavioral consequences of overbooking service capacity

Document type:
Zeitschriftenaufsatz
Author(s):
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...     »
Journal title:
Journal of Marketing
Year:
2007
Journal volume:
71
Journal issue:
4
Pages contribution:
S. 36–47
Format:
Text
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