Effects of Capacity-Driven Service Experiences on Customer Usage Levels: Why Revenue Management Systems Are Due for Change – MSI

Working Paper

Effects of Capacity-Driven Service Experiences on Customer Usage Levels: Why Revenue Management Systems Are Due for Change

Florian v. Wangenheim and Tomás Bayón

Jan 1, 2006

Investigates the effect of revenue management (denials of service, downgrades, and upgrades) on the customer usage patterns of a major airline.

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