A comparative revenue analysis of hotel yield management heuristics

Article Abstract:

Yield management is concerned with the dynamic pricing, overbooking and allocation of consumable assets across market segments to optimize short-term income. A study was conducted to establish two hotel-specific algorithms that both integrate overbooking with the allocation decisions, and a simulation model to emulate realistic hotel operating environments. The performance of five heuristics were contrasted under 36 realistic hotel operating environments. Findings showed that a heuristic selection is very much dependent on the hotel operating environment.

Hotels & Motels, Hotels (except Casino Hotels) and Motels, Hotels and motels, Services industry, Service industries, Heuristic programming

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The role of automation and labor in determining customer satisfaction in a telephone repair service process

Article Abstract:

A structural equation model measures internal and external service performances of telephone firms in repairing customers' out-of-order telephones. A process model of telephone repair and service showed that automated testing and repair is the major determinant of process performance. The times wherein the repair person failed to show up for customer appointment directly influenced the residential repair resolution customer satisfaction.

Customer Relations, Telecommunications services industry, Telecommunications industry, Telephone, Telephony, Maintenance and repair, Automation

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An empirical investigation of the Malcolm Baldrige National Quality Award Causal Model

Article Abstract:

The Malcolm Baldrige National Quality Award Causal Model was tested for causal performance linkages.

Methods, Work measurement

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