Behavioral Consequences of Overbooking Service Capacity

By Florian von Wangenheim, Tomás Bayón. 2007

154 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/3349d8af0005e6b1dd7dba3a8248393b89d911d2

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Riza Casidy
2. Hyunju Shin

In Organizational Behavior and Human Resource Management

1. Riza Casidy
2. Hyunju Shin

Citations in the corpus

• The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “The overbooking issue within the airline sector has been found to trigger NWOM among affected customers (Noone and Lee, 2011; Wangenheim and Bayón, 2007).”
• The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage (2009, unknown): “That seems reasonable since other research in the airline industry (Wangenheim and Bayón 2007) shows that there exist differences between high-value and low-value customers with regard to their reactions toward negative events (i.e., downgrading and denied boarding) and positive events (i.e.,…”