Revenue Management and Customer Centric Marketing - How Do They Influence Travellers' Choices?

Mathies, C; Gudergan, S

Revenue Management and Customer Centric Marketing - How Do They Influence Travellers' Choices?

Mathies, C Gudergan, S

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Publisher:: Palgrave Macmillan Ltd
Publication Type:: Journal Article
Citation:: Journal of Revenue and Pricing Management, 2007, 6 (4), pp. 331 - 346
Issue Date:: 2007-01

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Field	Value	Language
dc.contributor.author	Mathies, C	en_US
dc.contributor.author	Gudergan, S	en_US
dc.date.issued	2007-01	en_US
dc.identifier.citation	Journal of Revenue and Pricing Management, 2007, 6 (4), pp. 331 - 346	en_US
dc.identifier.issn	1476-6930	en_US
dc.identifier.uri	http://hdl.handle.net/10453/5071
dc.description.abstract	Simultaneous use of customer centric marketing (CCM) and revenue management (RM) in service firms can create conflicts and perceived unfairness for customers. We introduce a conceptual framework to describe purchase decisions for services as a process involving utility judgements that are adjusted by a reference-dependent fairness component. Findings from focus group research with airline passengers and hotel guests provide empirical support for the role of fairness in customer decision making, and for the influence of a set of antecedents on reference point formation and resultant perceptions of fairness.	en_US
dc.publisher	Palgrave Macmillan Ltd	en_US
dc.relation.ispartof	Journal of Revenue and Pricing Management	en_US
dc.title	Revenue Management and Customer Centric Marketing - How Do They Influence Travellers' Choices?	en_US
dc.type	Journal Article
utslib.citation.volume	4	en_US
utslib.citation.volume	6	en_US
utslib.for	150501 Consumer-Oriented Product or Service Development	en_US
utslib.for	14 Economics	en_US
utslib.for	15 Commerce, Management, Tourism and Services	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
utslib.copyright.status	closed_access
pubs.consider-herdc	true	en_US
pubs.issue	4	en_US
pubs.volume	6	en_US

Abstract:

Simultaneous use of customer centric marketing (CCM) and revenue management (RM) in service firms can create conflicts and perceived unfairness for customers. We introduce a conceptual framework to describe purchase decisions for services as a process involving utility judgements that are adjusted by a reference-dependent fairness component. Findings from focus group research with airline passengers and hotel guests provide empirical support for the role of fairness in customer decision making, and for the influence of a set of antecedents on reference point formation and resultant perceptions of fairness.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/5071