Browsing by Author "Wang, Xuan Lorna"

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    Relationship or revenue: Potential management conflicts between customer relationship management and hotel revenue management [Summary]
    Wang, Xuan Lorna (Virginia Tech, 2012-09)
    The concepts of customer relationship management (CRM) and revenue management (RevM) have been embraced by managers in the hospitality industry although, in practice, companies may find it difficult to accommodate both fully. This paper examines the compatibility between the two practices and discusses the possible management conflicts that occur from both account managers’ and revenue managers’ viewpoints.
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    Why is a change of company pricing policy so hard to implement? [Summary]
    van der Rest, Jean-Pierre; Roper, Angela; Wang, Xuan Lorna (Virginia Tech, 2018-01)
    This paper analyzes the process of changing a competition-oriented room rate pricing approach into a company-wide value-based pricing process from the perspective of the resource-based view. From a sample of 33 hotels in 16 countries it evaluates data from 55 open-ended interviews, documentation and archival records. Employing systems methodology the study illustrates that pricing is an intra/inter-organizational activity involving cross-disciplinary processes at various hierarchical levels. It finds that changing to value-based pricing involves a remarkable level of especially intangible resources.