دانلود رایگان مقاله لاتین خدمات رزرو بلیط از سایت الزویر
عنوان فارسی مقاله:
دیدگاه مشتری در رزرو بلیط: شکست مشتریان برای لذت بردن از خدمات رزرو شده خود، تصادفی یا در نظر گرفته شده است؟
عنوان انگلیسی مقاله:
Customer perspective on overbooking: The failure of customers to enjoy their reserved services, accidental or intended?
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Literature review
Many publications have examined how service providers set appropriate overbooking levels and apply such strategy in managing their revenues. Weatherford and Bodily (1992) examine the interrelatedness among overbooking, pricing, and yield management, which is also called perishable-asset revenue management in the service industry. To explore the effect of customer C&NS on yield and pricing policy, Badinelli (2000) suggests that the cancellation and “walking” processes of customer reservations must be examined along with the arrival process. Overbooking is an effective non-pricing tool for revenue management (Hadjinicola and Panayi, 1997; Ivanov and Zhechev, 2012; Lan et al., 2007). Rothstein (1971) introduces a model for determining the airline overbooking policy and obtaining its optimal solutions. By comparing the inventory level of a previously confirmed reservation with the number of unconfirmed new requests, the hotel adjusts its overbooking level to maximize its net profit (Liberman and Yechiali, 1978). Similarly, by adopting a booking-limit policy to handle the airline overbooking problem, Chatwin (1999) suggests that the airline must decide whether to accept new reservation requests or not by checking the number of initial reservations. Rothstein (1974) introduces a decision model for hotel booking policies and specifies the overbooking practice by controlling the risks and costs of oversales. The application of the overbooking strategy in highly complex conditions has also been examined. Koide and Ishii (2005) analyze hotel overbooking problem with two types of room prices, assuming that customers book a room with early discount. Karaesmen and Van Ryzin (2004) consider an overbooking problem with multiple reservation and inventory classes in which customers can be assigned to various inventory classes to maximize the net benefit of assignments. Ivanov (2015) studies the hotel overbooking limits and assumes that the reserved rooms can be upgraded or downgraded by one level. In one of his earlier papers, Ivanov identifies the optimal overbooking limits for guaranteed and nonguaranteed hotel reservations (Ivanov, 2007). Other articles have also analyzed the application of the overbooking strategy in the hotel and airline industries (Aydin et al., 2012; Chatwin, 1996; Coughlan et al., 1999; GOSAVII et al., 2002; Lan et al., 2011; Liberman and Yechiali, 1978; Subramanian et al., 1999; Toh, 1975). In most of the aforementioned overbooking models, the show demand is assumed to be a linear product of the overbooking level and show-up rate. Amaruchkul and Sae-Lim (2011) suggest that this assumption may be deficient under certain conditions. Therefore, they explore such model misspecification.
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کلمات کلیدی:
Customer perspective on overbooking: The failure of ... - Trove trove.nla.gov.au/work/216615930? Jun 1, 2016 - Cite this. Title. Customer perspective on overbooking: The failure of customers to enjoy their reserved services, accidental or intended? Customer perspective on overbooking: The failure of ... - DeepDyve https://www.deepdyve.com/.../customer-perspective-on-overbooking-the-failure-of-c... Read "Customer perspective on overbooking: The failure of customers to enjoy their reserved services, accidental or intended?, Journal of Air Transport ... How to Prevent Your Customers From Failing sloanreview.mit.edu/article/how-to-prevent-your-customers-from-failing/ Apr 1, 2006 - To enjoy the full article sign in, create an account, or buy this article. ... Customers frequently play key roles in the delivery of services. But if customers fail in those roles, their experiences may be ...... All rights reserved. Customer perspective on overbooking : the failure of customers to ... www.econbiz.de/.../customer...failure-of-customers-to-enjoy-their-reserved-services... Customer perspective on overbooking : the failure of customers to enjoy their reserved services, accidental or intended? Xiaolong Guo, Yufeng Dong, Liuyi Ling ... Services Marketing Interactive Approach https://books.google.com/books?isbn=1285057139 Raymond P. Fisk, Stephen J. Grove, Joby John - 2013 - Business & Economics As active participants in the service process, frontline employees can observe problems, solicit information, ... Like her empowered workers, ... as a visible contact point for customer complaints, and recognize when failure occurs. ... not materially arreet me overall learning experience. cengage Learning reserves the right to ... Customer perspective on overbooking The failure of customers - TIB https://www.tib.eu/.../Customer-perspective-on-overbooking-The-f... Translate this page Customer perspective on overbooking: The failure of customers to enjoy their reserved services, accidental or intended? Guo, Xiaolong / Dong, Yufeng / Ling, ... Investigating Customer Loyalty in Service Failure-Recovery Encounter ... ieeexplore.ieee.org/abstract/document/6599356/ by HY Kwan - 2013 - Cited by 1 - Related articles For instance, customers can enjoy service either by cooperating with service firms or by having the firms do all the production work. The benefits of customer ...
