Electronic Distribution Channels’ Effect on Hotel Revenue Management

Even with the variety of distribution channels available, rate and length of stay remain the key factors in revenue management

Restaurant Revenue Management: Applying Yield Management to the Restaurant Industry

The crucial element in a strategy for boosting restaurant revenues may be to relate prices to the length of time guests spend at the table. But, as the Witch of the West told Dorothy, the issue is how to do it

Effects of a reward program on inducing desirable customer behaviors: The role of purchase purpose, reward type and reward redemption timing

a b s t r a c t For capacity-constrained service firms, efforts to balance supply and demand have been centered on the management of demand, service processes and service employees. Despite the significant role customers play in the service process, few attempts have been made to manage customer roles toward that end. Meanwhile, concerns have been expressed about the potential negative impact on customer satisfaction by the firm's effort to steer customer behaviors for the firm's benefit. Thus, it is crucial to minimize these undesirable customer effects in such an attempt. In this study, we propose a customer reward program as a possible customer approach and empirically test its effectiveness. Further, we test the impact of customer understanding of the firm's entitlement to profit upon the degree of the customer's voluntary behavior for the firm's benefit. The effect of justice evaluations of the reward program on customer adoption of the program is also examined. Finally, effects of customer characteristic (purchase purpose) and reward attributes (type and redemption timing) on the reward program's effectiveness are evaluated. Findings of this study contribute to the extension of the service capacity management literature, and offer service managers valuable insights about using a customer program as a means to better match supply and demand

Effects of a reward program on inducing desirable customer behaviors: The role of purchase purpose, reward type and reward redemption timing

a b s t r a c t For capacity-constrained service firms, efforts to balance supply and demand have been centered on the management of demand, service processes and service employees. Despite the significant role customers play in the service process, few attempts have been made to manage customer roles toward that end. Meanwhile, concerns have been expressed about the potential negative impact on customer satisfaction by the firm's effort to steer customer behaviors for the firm's benefit. Thus, it is crucial to minimize these undesirable customer effects in such an attempt. In this study, we propose a customer reward program as a possible customer approach and empirically test its effectiveness. Further, we test the impact of customer understanding of the firm's entitlement to profit upon the degree of the customer's voluntary behavior for the firm's benefit. The effect of justice evaluations of the reward program on customer adoption of the program is also examined. Finally, effects of customer characteristic (purchase purpose) and reward attributes (type and redemption timing) on the reward program's effectiveness are evaluated. Findings of this study contribute to the extension of the service capacity management literature, and offer service managers valuable insights about using a customer program as a means to better match supply and demand

Electronic Distribution Channels’ Effect on Hotel Revenue Management

Even with the variety of distribution channels available, rate and length of stay remain the key factors in revenue management.Kimes34_Electronic_distribution_channels.pdf: 4838 downloads, before Aug. 1, 2020

Service innovation, renewal, and adoption/rejection in dynamic global contexts

This is the accepted and refereed manuscript to the articleThis Journal of Business Research special section includes 7 articles selected from papers presented during the 2014 Global Marketing Conference held July 15-18, 2014. The Conference’s theme was “Bridging Asia and the World: Globalization of Marketing and Management Theory and Practice.” This special edition introduces current topics concerning researchers and practitioners about service innovation, renewal, and adoption/rejection research. Following the Conference’s theme, this special edition emphasizes the need for educators and business leaders to make sense, plan, and interpret outcomes accurately of implementing service innovations in dynamic global contexts.2. Forfatterversjo