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

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dc.contributor.author Mathies, Christine en_US
dc.contributor.author Gudergan, Siggi en_US
dc.date.accessioned 2009-12-21T02:36:33Z
dc.date.available 2009-12-21T02:36:33Z
dc.date.issued 2007 en_US
dc.identifier 2006009826 en_US
dc.identifier.citation Mathies Christine and Gudergan Siggi 2007, 'Revenue Management and Customer Centric Marketing - How Do They Influence Travellers' Choices?', Palgrave Macmillan Ltd, vol. 6, no. 4, pp. 331-346. en_US
dc.identifier.issn 1476-6930 en_US
dc.identifier.other C1 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.title Revenue Management and Customer Centric Marketing - How Do They Influence Travellers' Choices? en_US
dc.parent Journal of Revenue and Pricing Management en_US
dc.journal.volume 6 en_US
dc.journal.number 4 en_US
dc.publocation London, UK en_US
dc.identifier.startpage 331 en_US
dc.identifier.endpage 346 en_US
dc.cauo.name BUS.School of Marketing en_US
dc.conference Verified OK en_US
dc.for 150501 en_US
dc.personcode 030891 en_US
dc.personcode 990862 en_US
dc.percentage 100 en_US
dc.classification.name Consumer-Oriented Product or Service Development en_US
dc.classification.type FOR-08 en_US
dc.description.keywords customer-centric marketing, revenue management, fairness, customer choice en_US
dc.staffid 990862 en_US


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