IDEAS home Printed from https://ideas.repec.org/a/ids/ijrevm/v6y2012i1-2p127-143.html
   My bibliography  Save this article

Customer profitability analysis an avant-garde approach to revenue optimisation in hotels

Author

Listed:
  • Anand Iyengar
  • Ketan Suri

Abstract

The widespread use of customer relationship management systems has provided hospitality/hotel organisations with detailed insights into the profitability of their individual customers and at the same time have highlighted unprofitable patrons. Critically appreciating contributions in the area of customer profitability analysis (CPA), this paper provides a retrospective (management accounting) and prospective (customer lifetime value) approach to estimate profitability of customer/guest segments in the hotel business environment. The research enumerates antecedents and outcomes of CPA and proposes an integrated framework to render robustness to the prevalent revenue management systems.

Suggested Citation

  • Anand Iyengar & Ketan Suri, 2012. "Customer profitability analysis an avant-garde approach to revenue optimisation in hotels," International Journal of Revenue Management, Inderscience Enterprises Ltd, vol. 6(1/2), pages 127-143.
    • Handle: RePEc:ids:ijrevm:v:6:y:2012:i:1/2:p:127-143
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=44519
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Bo Hu Ferns & Ruomei Feng & Siu-Ian So & Alastair M. Morrison, 2010. "Member segmentation of vacation travel club: price sensitivity and member status," International Journal of Revenue Management, Inderscience Enterprises Ltd, vol. 4(3/4), pages 284-305.
    2. Haenlein, Michael & Kaplan, Andreas M., 2009. "Unprofitable customers and their management," Business Horizons, Elsevier, vol. 52(1), pages 89-97.
    3. Mats Carlback, 2010. "From cost accounting to customer accounting in the restaurant industry," International Journal of Revenue Management, Inderscience Enterprises Ltd, vol. 4(3/4), pages 403-419.
    4. Kate Varini & Cathy Burgess, 2010. "Maximising profits: Do revenue managers have the skills?," International Journal of Revenue Management, Inderscience Enterprises Ltd, vol. 4(2), pages 163-178.
    5. Wen-Chyuan Chiang & Jason C.H. Chen & Xiaojing Xu, 2007. "An overview of research on revenue management: current issues and future research," International Journal of Revenue Management, Inderscience Enterprises Ltd, vol. 1(1), pages 97-128.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Meissner, Joern & Strauss, Arne, 2012. "Network revenue management with inventory-sensitive bid prices and customer choice," European Journal of Operational Research, Elsevier, vol. 216(2), pages 459-468.
    2. Ma, Jie & Tse, Ying Kei & Wang, Xiaojun & Zhang, Minhao, 2019. "Examining customer perception and behaviour through social media research – An empirical study of the United Airlines overbooking crisis," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 127(C), pages 192-205.
    3. Leask, Anna, 2010. "Progress in visitor attraction research: Towards more effective management," Tourism Management, Elsevier, vol. 31(2), pages 155-166.
    4. Nur’Hidayah Che Ahmat Author_Email: nurhidayahcheahmat@gmail.com & Salleh Mohd Radzi & Mohd Salehuddin Mohd Zahari & Rosmaliza Muhammad, 2011. "The Effect Of Factors Influencing The Perception Of Price Fairness Towards Customer Response Behaviors," 2nd International Conference on Business and Economic Research (2nd ICBER 2011) Proceeding 2011-169, Conference Master Resources.
    5. Graziano Abrate & Giampaolo Viglia & Javier Sanchez García & Santiago Forgas-Coll, 2016. "Price Competition within and between Airlines and High-Speed Trains: The Case of the Milan—Rome Route," Tourism Economics, , vol. 22(2), pages 311-323, April.
    6. Mohit Tyagi & Nomesh B. Bolia, 2022. "Approaches for restaurant revenue management," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 21(1), pages 17-35, February.
    7. Syed Asif Raza, 2020. "Price Differentiation and Inventory Decisions in a Socially Responsible Dual-Channel Supply Chain with Partial Information Stochastic Demand and Cannibalization," Sustainability, MDPI, vol. 12(22), pages 1-42, November.
    8. Valerio Lacagnina & Davide Provenzano, 2016. "An integrated fuzzy-stochastic model for revenue management," Tourism Economics, , vol. 22(4), pages 779-792, August.
    9. Haensel, Alwin & Koole, Ger, 2011. "Booking horizon forecasting with dynamic updating: A case study of hotel reservation data," International Journal of Forecasting, Elsevier, vol. 27(3), pages 942-960, July.
    10. Priyanka Meena & Praveen Sahu, 2021. "Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification," Vision, , vol. 25(2), pages 136-158, June.
    11. H Xiong & J Xie & X Deng, 2011. "Risk-averse decision making in overbooking problem," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 62(9), pages 1655-1665, September.
    12. Tsai, Tsung-Hsien, 2016. "Homogeneous service with heterogeneous products: Relationships among airline ticket fares and purchase fences," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 164-175.
    13. Nicolas Houy & François Le Grand, 2015. "The Monte Carlo first-come-first-served heuristic for network revenue management," Working Papers halshs-01155698, HAL.
    14. Huang, Kuancheng & Lin, Chia-Yi, 2014. "A simulation analysis for the re-solving issue of the network revenue management problem," Journal of Air Transport Management, Elsevier, vol. 38(C), pages 36-42.
    15. Scotti, Davide & Dresner, Martin, 2015. "The impact of baggage fees on passenger demand on US air routes," Transport Policy, Elsevier, vol. 43(C), pages 4-10.
    16. Quante, R. & Fleischmann, M. & Meyr, H., 2009. "A Stochastic Dynamic Programming Approach to Revenue Management in a Make-to-Stock Production System," ERIM Report Series Research in Management ERS-2009-015-LIS, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    17. Schur, Rouven & Gönsch, Jochen & Hassler, Michael, 2019. "Time-consistent, risk-averse dynamic pricing," European Journal of Operational Research, Elsevier, vol. 277(2), pages 587-603.
    18. Natalia Vila & Manuel Córcoles, 2011. "Yield Management and Airline Strategic Groups," Tourism Economics, , vol. 17(2), pages 261-278, April.
    19. Owusu Boahen & Emmanuel Kweku Quansah & Owusu Kwame Sarpong, 2013. "Assessing the Benefits of Yield Management in the Hospitality Industry in Kumasi Metropolis of Ghana," International Journal of Business and Social Research, LAR Center Press, vol. 3(9), pages 17-25, September.
    20. repec:dgr:rugsom:10008 is not listed on IDEAS
    21. Ilya V. Naumov & Vladislav M. Sedelnikov, 2021. "Scenario modelling and forecasting of spatial transformation in the Russian catering market," Upravlenets, Ural State University of Economics, vol. 12(4), pages 75-91, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijrevm:v:6:y:2012:i:1/2:p:127-143. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=99 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.