Customer Loyalty under the Influence of Revenue Management: The Case of Taiwanese Hotel Customers

Asia Pacific Journal of Tourism Research

Volumn 20, Issue 12, 2015, Pages 1374-1388

  Lin, Yi Hsin ^a   Huang, Kuancheng ^b  

^a ASIA UNIVERSITY   (Taiwan)

^b NATIONAL CHIAO TUNG UNIVERSITY   (Taiwan)

Author keywords

customer loyalty; fairness perception; hotel industry; revenue management

Indexed keywords

HOTEL INDUSTRY; MANAGEMENT PRACTICE; MARKETING; PROFITABILITY;

TAIWAN;

EID: 84945466002     PISSN: 10941665     EISSN: 17416507     Source Type: Journal    
DOI: 10.1080/10941665.2014.981556     Document Type: Article

References (48)

1. C.K.Anderson,, & X.Xie, (2010). Improving hospitality industry sales: Twenty-five years of revenue management. Cornell Hospitality Quarterly, 51(1), 53–67.
2. J.Bowen,, & S.Shoemaker, (1998). Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 39(1), 12–25.
3. M.Brucks, (1985). The effects of product class knowledge on information search behavior. Journal of Consumer Research, 12(June), 1–15.
4. S.Choi,, & A.S.Mattila, (2004). Hotel revenue management and its impact on customers’ perceptions of fairness. Journal of Revenue and Pricing Management, 2(4), 303–314.
5. S.Choi,, & A.S.Mattila, (2005). Impact of information on customer fairness perceptions of hotel revenue management. Cornell Hotel and Restaurant Administration Quarterly, 46(4), 444–451.
6. S.Choi,, & A.S.Mattila, (2006). The role of disclosure in variable hotel pricing: A cross-cultural comparison of customers’ fairness perceptions. Cornell Hotel and Restaurant Administration Quarterly, 47(1), 27–35.
7. J.Y.Chung,, G.T.Kyle,, J.F.Petrick,, & J.D.Absher, (2011). Fairness of prices, user fee policy and willingness to pay among visitors to a national forest. Tourism Management, 32, 1038–1046.
8. J.Y.Chung,, & J.F.Petrick, (2013). Price fairness of airline ancillary fees: An attributional approach. Journal of Travel Research, 52, 168–181.
9. C.Cooper, (2006). Knowledge management and tourism. Annals of Tourism Research, 33(1), 47–64.
10. R.Desiraju,, & S.M.Shugan, (1999). Strategic service pricing and yield management. Journal of Marketing, 63(January), 44–56.
11. R.J.Dolan, (1995). How do you know when the price is right? Harvard Business Review, 73(5), 174–183.
12. M.Garcia-Murillo,, & H.Annabi, (2002). Customer knowledge management. Journal of the Operational Research Society, 53(8), 875–884.
13. J.Griffin, (1995). Customer loyalty: How to earn it, how to keep it. NJ: John Wiley and Sons.
14. C.A.Hallin,, & E.Marnburg, (2008). Knowledge management in the hospitality industry: A review of empirical research. Tourism Management, 29(2), 366–381.
15. C.Y.Heo,, & S.Lee, (2011). Influences of consumer characteristics on fairness perceptions of revenue management pricing in the hotel industry. International Journal of Hospitality Management, 30, 243–251.
16. A.M.Hormozi,, & S.Giles, (2004). Data mining: A competitive weapon for banking and retail industries. Information Systems Management, 21(2), 62–71.
17. J.Huang,, C.Chang,, & C.Y.Chen, (2005). Perceived fairness of pricing on the Internet. Journal of Economic Psychology, 26, 343–361.
18. P.Jones, (2000). Defining yield management and measuring its impact on hotel performance. In A.Ingold, U.McMahon-Beattie, & I.Yeoman (Eds.), Yield management: Strategies for the service industries (pp. 89–97). London: Continuum.
19. T.O.Jones,, & W.E.Sasser, (1995). Why satisfied customers defect. Harvard Business Review, 73, 88–99.
20. S.E.Kimes, (1989). Yield management: A tool for capacity constrained service firms. Journal of Operations Management, 8, 348–363.
21. S.E.Kimes, (1994). Perceived fairness of yield management. Cornell Hotel and Restaurant Administration Quarterly, 35(1), 22–29.
22. S.E.Kimes, (2002). Perceived fairness of yield management. Cornell Hotel and Restaurant Administration Quarterly, 43(1), 22–30.
23. S.E.Kimes, (2011). The future of hotel revenue management. Journal of Revenue and Pricing Management, 10, 62–72.
24. S.E.Kimes,, & J.Wirtz, (2003). Has revenue management become acceptable? Findings from an international study on the perceived fairness of rate fences. Journal of Service Research, 6, 125–135.
25. R.Law,, & R.Wong, (2010). Analysing room rates and terms and conditions for the online booking of hotel rooms. Asia Pacific Journal of Tourism Research, 15(1), 43–56.
26. D.R.Lichtenstein,, P.H.Bloch,, & W.C.Black, (1998). Correlates of price acceptability. Journal of Consumer Research, 15(September), 243–252.
27. T.B.Lien,, & C.C.Yu, (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 125–140.
28. A.G.Mauri, (2007). Yield management and perceptions of fairness in the hotel business. International Review of Economics, 54(2), 284–293.
29. B.M.Noone,, S.E.Kimes,, & L.M.Renaghan, (2003). Integrating customer relationship management and revenue management: A hotel perspective. Journal of Revenue and Pricing Management, 2(1), 7–21.
30. C.Park,, & V.Lessig, (1981). Familiarity and its impact on consumer decision biases and heuristics. Journal of Consumer Research, 8(September), 223–230.
31. D.Peppers,, & M.Rogers, (1997). The one to one future: Building relationships one customer at a time. New York, NY: Currency Doubleday.
32. R.L.Phillips, (2005). Pricing and revenue optimization. Stanford, CA: Stanford University Press.
33. F.F.Reichheld,, & W.E.Sasser, (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105–111.
34. D.K.Rigby,, F.Reichheld,, & C.Dawson, (2003). Winning customer loyalty is the key to a winning CRM strategy. Ivey Business Journal, March/April, 21–5.
35. H.Salomann,, M.Dous,, L.Kolbe,, & W.Brenner, (2005). Rejuvenating customer management: How to make knowledge for, from and about customers work. European Management Journal, 23(4), 392–403.
36. N.Selmi, (2010). Effects of culture and service sector on customers’ perception of the practice of yield management. International Journal of Marketing Studies, 2(1), 245–253.
37. S.Shoemaker, (2003). Future of revenue management: The future of pricing in services. Journal of Revenue and Pricing Management, 2(3), 271–279.
38. I.Simonson,, J.Huber,, & J.Payne, (1988). The relationship between prior brand knowledge and information acquisition order. Journal of Consumer Research, 14(4), 566–578.
39. B.C.Smith,, J.F.Leimkuhler,, & R.M.Darrow, (1992). Yield management at American Airlines. Interfaces, 22, 8–31.
40. K.T.Talluri,, & G.J.van Ryzin, (2004). The theory and practice of revenue management. Dordrecht: Kluwer Academic.
41. L.W.Turley,, & R.F.Cabaniss, (1995). Price knowledge for services: An empirical investigation. Journal of Professional Services Marketing, 12(1), 39–52.
42. G.B.Voss,, A.Parasuraman,, & D.Grewal, (1998). The role of price, performance, and expectations in determining satisfaction in service exchanges. Journal of Marketing, 62(4), 46–61.
43. X.L.Wang, (2012a). Relationship or revenue: Potential management conflicts between customer relationship management and hotel revenue management. International Journal of Hospitality Management, 31(3), 864–874.
44. X.L.Wang, (2012b). The impact of revenue management on hotel key account relationship development. International Journal of Contemporary Hospitality Management, 24(3), 358–380.
45. J.Wirtz,, & S.Kimes, (2007). The moderating role of familiarity in fairness perceptions of revenue management pricing. Journal of Service Research, 9(3), 229–240.
46. J.Wirtz,, S.Kimes,, J.Ho,, & P.Patterson, (2003). Revenue management: Resolving potential customer conflicts. Journal of Revenue and Pricing Management, 2(3), 216–226.
47. S.I.Wu,, & C.L.Lu, (2012). The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan. International Journal of Hospitality Management, 31(1), 276–285.
48. R.Yelkur,, & M.M.N.DaCosta, (2001). Differential pricing and segmentation on the Internet: The case of hotels. Management Decision, 39(4), 252–262.