search query: @author Mattila, A. S. / total: 6
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| Author: | Choi, S. Mattila, A. S. |
| Title: | Impact of information on customer fairness perceptions of hotel revenue management |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2005 : VOL. 46:4, p. 444-451 |
| Index terms: | hotel and catering industry hotel management information perception |
| Language: | eng |
| Abstract: | It is known that information on a hotel's pricing practices can enhance customers' perceptions of fairness. Therefore, this paper investigates how much and what type of information hotels should offer to customers. It is shown that merely letting travelers know that the hotel's rates vary was not enough to improve fairness perceptions (even with a favorable rate). Perceptions of fairness improved notably when respondents were also told that rates varied according to day of the week, length of stay, and how far in advance the reservation was made. |
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