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Revenue Management inom Hotellföretag - En studie av Revenue Management och sex Hotellföretag

Duong, Jack Lond (2012)
Department of Service Management and Service Studies
Abstract
TITLE: Revenue Management inom Hotellföretag - En studie av Revenue Management och sex olika hotellföretag COURSE: SMKK01, Degree Thesis, Undergraduate Level, 15 ECTS AUTHOR: Jack Duong SUPERVISORS: Eva Åström and Fredrik Nilsson KEY TERMS: Revenue Management, Hotel, Pricing, Marketing, Customer loyalty, Customer Relationship management PURPOSE: This thesis aims to describe and examine how different Hotel companies work with Revenue Management. Furthermore, this thesis also aims to examine potential conflicts between the use of RM and the creation of long-term customer relationship. METHODOLOGY: A qualitative study have been conducted to fulfill the purpose of the thesis. The primary data collection were based on nine interviews with hotel... (More)
TITLE: Revenue Management inom Hotellföretag - En studie av Revenue Management och sex olika hotellföretag COURSE: SMKK01, Degree Thesis, Undergraduate Level, 15 ECTS AUTHOR: Jack Duong SUPERVISORS: Eva Åström and Fredrik Nilsson KEY TERMS: Revenue Management, Hotel, Pricing, Marketing, Customer loyalty, Customer Relationship management PURPOSE: This thesis aims to describe and examine how different Hotel companies work with Revenue Management. Furthermore, this thesis also aims to examine potential conflicts between the use of RM and the creation of long-term customer relationship. METHODOLOGY: A qualitative study have been conducted to fulfill the purpose of the thesis. The primary data collection were based on nine interviews with hotel industry practitioners. The secondary data have been collected through various sources of literatur on Revenue management and customer relationship management. THEORETICAL FRAMEWORK: The theoretical framework is made up by fundamental theories about Revenue management in which the method, process and Cross’ core concepts and articles from Journal of pricing and Revenue management been of particular importance. The theoretical framework is furthermore made up by theories regarding customer relationship management. EMPIRICAL: The empirical findings is based on nine conducted interviews with hotel industry practitioners. The empirical material shows how the actual Revenue Management work is being conducted at various hotels. The material also shows potential problems that arises between Revenue managements allegedly short-term focus and the creation of long- term customer relationship management. CONCLUSION: This study concludes that the original theoretical framework relatively well match the empirical foundings, However, some differences have been identified. The essay have also shown that Revenue management, if used wrongly could affect the creation of long- term customer relationship in a negative way. (Less)
Please use this url to cite or link to this publication:
author
Duong, Jack Lond
supervisor
organization
year
type
M2 - Bachelor Degree
subject
keywords
revenue management, hotell, prissättning, marknadsföring, långsiktiga kundrelationer, customer relationship management
language
Swedish
id
3226050
alternative location
http://portal.ch.lu.se/Campus.NET/Services/Publication/Export.aspx?id=2462&type=doc
date added to LUP
2012-12-06
date last changed
2012-12-06 12:50:55
@misc{3226050,
  abstract     = {TITLE: Revenue Management inom Hotellföretag - En studie av Revenue Management och sex olika hotellföretag COURSE: SMKK01, Degree Thesis, Undergraduate Level, 15 ECTS AUTHOR: Jack Duong SUPERVISORS: Eva Åström and Fredrik Nilsson KEY TERMS: Revenue Management, Hotel, Pricing, Marketing, Customer loyalty, Customer Relationship management PURPOSE: This thesis aims to describe and examine how different Hotel companies work with Revenue Management. Furthermore, this thesis also aims to examine potential conflicts between the use of RM and the creation of long-term customer relationship. METHODOLOGY: A qualitative study have been conducted to fulfill the purpose of the thesis. The primary data collection were based on nine interviews with hotel industry practitioners. The secondary data have been collected through various sources of literatur on Revenue management and customer relationship management. THEORETICAL FRAMEWORK: The theoretical framework is made up by fundamental theories about Revenue management in which the method, process and Cross’ core concepts and articles from Journal of pricing and Revenue management been of particular importance. The theoretical framework is furthermore made up by theories regarding customer relationship management. EMPIRICAL: The empirical findings is based on nine conducted interviews with hotel industry practitioners. The empirical material shows how the actual Revenue Management work is being conducted at various hotels. The material also shows potential problems that arises between Revenue managements allegedly short-term focus and the creation of long- term customer relationship management. CONCLUSION: This study concludes that the original theoretical framework relatively well match the empirical foundings, However, some differences have been identified. The essay have also shown that Revenue management, if used wrongly could affect the creation of long- term customer relationship in a negative way.},
  author       = {Duong, Jack Lond},
  keyword      = {revenue management,hotell,prissättning,marknadsföring,långsiktiga kundrelationer,customer relationship management},
  language     = {swe},
  note         = {Student Paper},
  title        = {Revenue Management inom Hotellföretag - En studie av Revenue Management och sex Hotellföretag},
  year         = {2012},
}