The effects of inventory control and denied boarding on customer satisfaction: The case of capacity-based airline revenue management
The effects of inventory control and denied boarding on customer satisfaction: The case of capacity-based airline revenue management
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DOI：
10.1016/j.tourman.2007.04.004
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发表时间：
2008-02-01
影响因子：
12.7
通讯作者：
Tscheulin, Dieter K.
中科院分区：
文献类型：
--
作者：
Lindenmeler, Joerg;Tscheulin, Dieter K.
本文考察了座位库存控制和拒绝登机对乘客满意度的影响程度。在虚拟回归模型和方差分析中分析了收入管理的这些核心组成部分的影响。我们的实证分析表明，座位库存控制的效果在不同的预订类别中有所不同。对座位库存控制引起的跨个体价格差异的反应，在价格较低的预订舱位上更为明显。然而，拒绝登机对客户满意度的影响并不适用，不同预订舱位之间没有差异。此外，我们发现与预期服务绩效的有利偏差（如有利的跨个体价格差异）并没有导致明显的满意度反应。因此，必须假设收益管理实践对客户满意度有净负面影响。根据实证分析的结果，提出了对管理的启示和进一步研究的出发点。(C) 2007 Elsevier Ltd.版权所有。
This paper examines on the extent to which seat inventory control and denied boarding influence customer satisfaction. The effects of these core components of revenue management were analyzed within dummy regression models and ANOVAs. Our empirical analyses show that the effect of seat inventory control varies across booking classes. Reactions to cross-individual price differences caused by seat inventory control were more distinct in lower-priced booking classes. The same did not hold true for the impact of denied boarding on customer satisfaction, however, where there was no variation across booking classes. Furthermore, we found that favorable deviations from expected service performance (e.g. favorable cross-individual price differences) did not result in distinct satisfaction responses. Thus it must be assumed that revenue management practices have a net negative effect on customer satisfaction. Based on the results of the empirical analyses, implications for management and starting points for further research are presented. (C) 2007 Elsevier Ltd. All rights reserved.