دانلود رایگان مقاله دیدگاه مشتری در رزرو بلیط شکست مشتری برای لذت بردن از خدمات رزرو شده

abstract

Overbooking is widely applied in the service industry to hedge against undesirable situations, such as cancellations and no-shows. However, during the implementation of overbooking, service providers may turn down some customers when the number of arrivals exceeds their capacity on the target date. Therefore, this paper examines overbooking from the customers' perspective to offer them a clear perception on the possibility for their reservations to be denied by the service provider. By establishing a Stackelberg model between a service provider and an online travel agency, we explore how optimal overbooking strategy is developed by the service provider. Afterward, by analyzing the obtained optimal overbooking pad, we calculate the probabilities of denied service under different levels of monetary compensation that is paid to denied customers. A higher monetary compensation guarantees a higher chance of successful service. This paper also provides customers with some reference when booking services.

6. Conclusions

6.1. Findings and managerial implications The overbooking strategy will help service providers increase the utilization of their finite capacity, but can also result in service denial when the actual C&NS does not reach its expected level and when the number of arrivals exceeds the available capacity. Denied service will damage the reputation and revenue of service providers as well as bring immeasurable losses to some denied customers. To understand this strategy from the perspective of customers, this paper analyzes the probability for those customers with reservations to be denied of service by referring to the optimal decisions that result from the game between a service provider and an OTA.