As a consequence of implementing revenue management systems, many service firms (e.g., airlines, hotels, carrentals) systematically overbook capacity, thus striving to maximize the revenue at one particular point in time (i.e.,one flight, one night, and one day). The academic literature has not...

It has often been argued that word-of-mouth(WOM) can contribute significantly to a firm’s success in avariety of ways. Here, we analyze the functional linkagebetween customer satisfaction, WOM, and new customeracquisition. Using data from two empirical studies weconceptualize and test the...

If you´ve ever been "bumped" from a flight - or had your seat downgraded from first class to coach - you have experienced revenue management, an approach whereby airlines (and other service firms) maximize revenue by systematically overbooking capacity, anticipating that customers will cancel...

Previous research has extensively studied the determinantsof customer loyalty and switching behavior but hasgiven little attention to what happens after a customerhas switched away froma service provider. In this article,the perhaps most important manifestation of suchpostswitching...