Ramifications of monitoring service quality through passively solicited customer feedback

Article Abstract:

Customer compliments and complaints on a company's quality of service can be derived by means of passive solicitation. This can be done through customer comment cards, toll-free telephone numbers, and comment links on World Wide Web pages. A study on a customer-response model that used passively collected data showed a higher rating for service providers coming from customers who expressed their complaints spontaneously than for those who registered their complaints as a response to customer solicitation.

Customer Relations, Management, Customer satisfaction

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Comparing decision rules that incorporate customer diversion in perishable asset revenue management situations

Article Abstract:

Several decision rules that take into consideration customer diversion between different product categories in perishable asset revenue management situations are compared. Such situations are common among airlines which offer higher-priced seats to customers when a lower-priced seat is unavailable. To achieve a balance between average price paid and capacity utilization, a new heuristic that provides a 0.25-2.5% improvement over the base-case decision rule is developed.

Research, Decision-making, Decision making, Case studies, Airlines, Consumer behavior, Yield-line analysis, Yield line analysis

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Linking perceived quality and customer satisfaction to store traffic and revenue growth

Article Abstract:

Store traffic and revenue growth are used as outcome variables to study the effects of comprehended merchandise and service quality, relative to competition on retail store performance. A model to aggregate customer data and store performace outcomes from a group of stores owned by a national retail organization has been presented.

Retail Trade, Services information, Retail Stores, Usage, Services, Retail industry, Stores, Statistical methods, Merchandising

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