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| Author: | Lindenmeier, J. Tscheulin, D.K. |
| Title: | The effects of inventory control and denied boarding on customer satisfaction: The case of capacity-based airline revenue management |
| Journal: | Tourism Management
2008 : VOL. 29:1, p.32-43 |
| Index terms: | airlines revenue management tourism consumer satisfaction Germany |
| Freeterms: | overbooking denied boarding |
| Language: | eng |
| Abstract: | The article provides empirical evidence about the effects of seat inventory control and denied boarding on the customer satisfaction of airline passengers. Questionnaire surveys were conducted at a German airport and the data was analyzed on the basis of dummy regression models and ANOVA to test two different scenarios. The paper outlines the impact of revenue management on customer relations. |
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