Revenue Management: Customer Impact and Pricing Strategies
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Potential Drawbacks of Revenue Management
While revenue management offers significant advantages for businesses, certain practices can lead to customer dissatisfaction. Hotels, in particular, should avoid the following:
- Offering insufficient benefits in exchange for restrictions.
- Imposing overly severe restrictions on discounts.
- Not informing customers of changes in the reference transaction.
Insufficient Benefits for Restrictions
First, if hotels do not offer sufficient incentives to customers in exchange for imposing restrictions, customers are likely to view the practice as unacceptable. For example, in this study, respondents did not view a free breakfast or a room upgrade as an acceptable trade-off for cancellation penalties.