Hotel revenue management and its impact on customers' perceptions of fairness

Choi, Sunmee; Mattila, Anna S.

doi:10.1057/palgrave.rpm.5170079

Cited by 142 publications

(114 citation statements)

References 19 publications

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“…For gamified smart tourism applications, the requirement for customer involvement is even heavier because gathering customer reactions and reviews are crucial to enhancing service quality [13,22,81]. However, increasing the demands on customers can feel unfair and cause service failure [82]. From a distributive justice perspective, which is based on social exchange theory, customers judge a situation as acceptable when their cost for an outcome is equivalent to the gain of that outcome [83].…”

Section: Distributive Justicementioning

confidence: 99%

“…In tourism, studies on justice have focused on human resource management [89], revenue management [82,90], and customer service [91]. Those studies revealed that customers evaluate justice using three pillars: outcomes (distributive justice), procedural fairness (procedural justice), and interaction treatment (interactional justice) [82].…”

Section: Distributive Justicementioning

confidence: 99%

See 1 more Smart Citation

Factors Affecting the Adoption of Gamified Smart Tourism Applications: An Integrative Approach

Yoo

Kwon

et al. 2017

Sustainability

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Abstract:Considering that the core concerns in sustainability are threats to the survival of humankind and the ecosystems that humans depend on, changing the consumption and production behaviors of individuals and society is inevitable. However, people are reluctant to change their own behavior in support of sustainability goals. This tendency seems to be especially strong in tourism because the main value of tourism is hedonic utility. Thus, the tourism industry is now introducing gamification and smart tourism to shift tourist behavior toward sustainability, but most of studies and practices only focus on the performance and application of gamification without considering customer adoption patterns and perceptions during the process. This study empirically investigated what factors affect the adoption of smart tourism applications that incorporate game elements, using the Google Maps tourist guide program. As an initial approach, we incorporated diverse theoretical approaches: perceived usefulness; perceived ease of use; perceived enjoyment from technology acceptance model; information and interaction motivations from the uses and gratifications theory; the network effect; distributive justice; flow as responses to the game characteristics of smart tourism applications; and information privacy concerns as a negative factor for diffusion. The result showed that hedonic characteristics of the gamified smart tourism application (GSTA) are strong in adoption. Perceived enjoyment had a significant influence on the intention to use, but information quality, related to cognitive experience, did not. The flow and perceived distributive justice associated with the game content were not significant, but the interaction motivation was significant in the research model. The results of this study show that individuals regard a GSTA as a low-level game tool. Also, it is important to preoccupy the smart tourism application market in terms of marketing strategy because the network effect is relevant to both perceived usefulness and perceived enjoyment. We also found that the need to provide personal information would negatively affect the adoption of a gamified smart tourism application.

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Section: Distributive Justicementioning

confidence: 99%

Section: Distributive Justicementioning

confidence: 99%

Factors Affecting the Adoption of Gamified Smart Tourism Applications: An Integrative Approach

Yoo

Kwon

et al. 2017

Sustainability

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“…Nos últimos anos foram realizadas várias pesquisas para documentar e analisar as percepções de justiça sobre as práticas de preços variáveis associadas ao yield management em hotéis, companhias aéreas e restaurantes (por exemplo, ANDRÉS-MARTÍNEZ; GÓMEZ-BORJA; MONDÉJAR-JIMENEZ, 2014;NAMASIVAYAM, 2006;KWANSA, 2008;MATTILA, 2004;MATTILA, 2005;MATTILA, 2006;HADDAD;HALLAK;ASSAKER, 2015;HEO;LEE, 2011;KIMES, 1994;KIMES, 2002;KIMES;NOONE, 2002;ROHLFS;KIMES, 2007;SAHUT;HIKKEROVA;PUPION, 2016;TAYLOR;KIMES, 2010;WIRTZ;KIMES, 2007). Esta seção, porém, examina somente as pesquisas de Kimes (1994Kimes ( , 2002 e Kimes e Noone (2002) pela importância que têm para o trabalho realizado, e por problemas de limitação de espaço.…”

Section: Percepções De Justiça Sobre As Práticas De Preços Variáveis unclassified

Percepções sobre a Justiça do Yield Management: uma Análise Comparativa em Hotéis e Companhias Aéreas

Fernandes

Sancovschi²,

Gomes³

2017

SCG

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ResumoEsta pesquisa mediu as percepções de justiça que potenciais clientes têm sobre práticas de preços variáveis em hotéis e em companhias aéreas, comparou-as entre si e com as percepções dos respondentes em duas pesquisas realizadas nos EUA em 1992 e 2001. As opiniões que alunos universitários deram sobre 21 cenários foram analisadas através do Teste t de Student. Elas mostraram que nos cenários considerados aceitáveis há informações claras sobre os preços cobrados, descontos razoáveis são oferecidos em troca de restrições ao cancelamento das reservas ou a antecedência com que as reservas devem ser feitas, e preços distintos são cobrados por serviços percebidos como diferentes. E que as práticas julgadas inaceitáveis incluem a oferta de benefícios considerados insuficientes quando confrontados com as restrições impostas, e a omissão de mudanças nas transações de referência. Comparando-se as médias das percepções obtidas nesta pesquisa com as apuradas nos EUA, observou-se que os respondentes daqui julgaram as práticas de preços variáveis dos hotéis e das empresas aéreas mais aceitáveis que os dos EUA em 1992 e 2001; e que as diferenças entre as médias das percepções sobre as práticas de preços dos hotéis e das empresas aéreas não foram significantes, assim como na pesquisa de 2001 nos EUA e diferente do que foi observado em 1992.Palavras-chave: Gerenciamento de receitas; Yield management; Políticas de preços; Gerência de hotéis e de companhias aéreas.

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“…Because the process is continuous it is important to ensure that every room reservation is at a price that grows profits and builds loyalty (Lippman, 2003). Choi and Mattila (2004) state, "firms need to make the duration of customers' use of their product or service more predictable and pricing more variable" (p.304). For the lodging industry, this can mean that by delivering a consistent experience, pricing can fluctuate more based on demand, in turn creating greater profits.…”

Section: Hypothesis 1: Haunted Properties Will Have Greater Customer mentioning

confidence: 99%

You Look Like You’ve Seen a Ghost: A Preliminary Exploration in Price and Customer Satisfaction Differences at Haunted Hotel Properties

Mathe-Soulek¹,

Aguirre²,

Dallinger³

2016

Journal of Tourism Insights

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Hotel revenue management and its impact on customers' perceptions of fairness

Cited by 142 publications

References 19 publications

Factors Affecting the Adoption of Gamified Smart Tourism Applications: An Integrative Approach

Factors Affecting the Adoption of Gamified Smart Tourism Applications: An Integrative Approach

Percepções sobre a Justiça do Yield Management: uma Análise Comparativa em Hotéis e Companhias Aéreas

You Look Like You’ve Seen a Ghost: A Preliminary Exploration in Price and Customer Satisfaction Differences at Haunted Hotel Properties

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