Advanced sale of service capacities: a theoretical analysis of the impact of price sensitivity on pricing and capacity allocations

Article Abstract:

This market research focuses on whether service companies should sell in advance, and what market price sensitivity there may be in advance sales. When companies do offer advanced sale, capacity use and profits are higher, even when advanced sale prices are discounted. Optimal pricing and capacity allocations for advanced sale are related to the expected price sensitivity at the time of use.

Pricing Policy, Pricing

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The indirect effects of organizational controls on salesperson performance and customer orientation

Article Abstract:

A model is developed that shows the effects of organizational controls on salesperson orientation and on salesperson customer performance. The model is based on Path Goal Theory and Organizational Socialization Theory. The article discusses the study, which included 151 salespeople.

Sales personnel, Salespeople

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Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions

Article Abstract:

Two studies are discussed that focus on different levels of service recovery. Moderate to high service recovery efforts have an increase post-failure levels of satisfaction, purchase intent, and positive word-of-mouth. A recovery paradox is not supported, however.

Customer Relations, Analysis, Customer satisfaction

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