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1、外文翻译原文YIELDMANAGEMENTANDPERCEPTIONSOFFAIRNESSINTHEHOTELBUSINESSMaterialSource:Int.Rev.Econ.(2007)54:284–293Author:AURELIOG.MAURIThetermyieldmanagement(orrevenuemanagement)iscommonlyusedinmanyserviceindustriestodescribeavarietyoftechniquessuitableforallocatinglimitedreso
2、urces,suchashotelroomsorairplaneseats,amongdifferentsegmentsofcustomers(i.e.businessorleisuretravellers)(Ingold,McMahon-Beattie,andYeoman,eds.,2000).Byadjustingthisallocation,ahotelcanoptimizethetotalrevenue(oryield)onitsinvestmentincapacity(Vinod,2004).Yieldmanagementi
3、sapplicabletoanybusinessthathasarelativelyfixedcapacityofperishableinventory(i.e.rooms,seats,etc.),managesdemand(eitherthroughreservationsorwaitinglists),hashighfixedandlowvariablecostsandinvolvesvaryingcustomerpricesensitivity.Itisbasedontwostrategiclevers:capacitymana
4、gement(availabilityanddurationcontrol)anddemand-basedpricing(KimesandChase,1998).Overthepastyears,yieldmanagementhasbeenincreasinglyappliedinthehotelsector(Mainzer,2004).However,uptonow,littleresearchhasinvestigatedtheeffectsofthesepracticesontherelationshipsbetweenhote
5、lsandtheircustomers(Wirtzetal.,2003).Thepresentpaper,basedonacomprehensiveanalysisofbothliteratureandhotelpractices,aimstoinvestigate:thewaycustomersperceiverevenuemanagementstrategiesandthepotentialconflictsthatmayarisefromtheiruse;thevarietyofactionsthathotelcompanies
6、mayprojectandimplementinordertoproperlyanticipate,faceandmanagecustomerconflictsresultingfromperceivedunfairness.Thefirststepofthepresentworkistoexaminethenatureandthevariousaspectsofclientperceptionsregardingyieldmanagementtechniques,focusingespeciallyonperceptionsoffa
7、irness(SeidersandBerry,1998;Kimes,2002;ChoiandMattila,2004).Effectively,customersmayperceiverevenuemanagementasanopportunisticbehaviourofthefirmandthenestimatethesepracticesasunfair.Asaresult,customers’trustandloyaltytowardsthehotelbrandmaydeteriorateconsiderably.Fairne
8、ssperceptionshavebeendiscoveredtoberelatedtocompanyprofitability(Kahneman,Knetsch,andThaler,1986).Infact,ifcus
