Marketing de Servicios 6ta Ed, Christopher Lovelock

11. Anna S. Mattila y Jochen Wirtz, “The Impact of Knowledge
Types on the Consumer Search Process. An Investigation
in the Context of Credence Services”, International
Journal of Service Industry Management, 13, No. 3
(2002): 214-230.
12. Leonard L. Berry, Kathleen Seiders y Dhruv Grewal,
“Understanding Service Convenience”, Journal of Marketing,
66 (julio, 2002): 1-17.
13. Para conocer la aplicación de la administración de ingresos
en las industrias que pertenecen a contextos diferentes
de los tradicionales en las líneas aéreas, los hoteles y
la renta de automóviles, vea Anthony Ingold, Una Mc-
Mahon-Beattie y Ian Yeoman (eds.). Yield Management
Strategies for the Service Industries, 2a. ed. (London: Continuum,
2000); Sheryl E. Kimes y Jochen Wirtz, “Perceived
Fairness of Revenue Management in the US Golf Industry”,
Journal of Revenue and Pricing Management, 1,
No. 4 (2003): 332-344; Sheryl E. Kimes y Jochen Wirtz,
“Has Revenue Management Become Acceptable? Findings
from an International Study and the Perceived
Fairness of Rate Fences”, Journal of Service Research, 6 (noviembre,
2003): 125-135; Richard Metters y Vicente Vargas,
“Yield Management for the Nonprofit Sector”, Journal
of Service Research, 1 (febrero, 1999): 215-226; Sunmee
Choi y Anna S. Mattila, “Hotel Revenue Management
and Its Impact on Customers’ Perception of Fairness”,
Journal of Revenue and Pricing Management, 1, No 4 (2004):
303-314; Alex M. Susskind, Dennis Reynolds y Eriko Tsuchiya,
“An Evaluation of Guests’ Preferred Incentives to
Shift Time-Variable Demand in Restaurants”, Cornell
Hotel and Restaurant Administration Quarterly, 44, No.
1 (2004): 68-84; Parijat Dube, Yezekael Hayel y Laura
Wynter, “Yield Management for IT Resources on Demand:
Analysis and Validation of a New Paradigm for
Managing Computing Centres”, Journal of Revenue and
Pricing Management, 4, No 1 (2005): 24-38.
14. Hermann Simon y Robert J. Dolan, “Price Customization”,
Marketing Management (otoño, 1998): 11-17.
15. Lisa E. Bolton, Luk Warlop y Joseph W. Alba, “Consumer
Perceptions of Price (Un)Fairness”, Journal of Consumer
Research, 29, No. 4 (2003): 474-491; Lan Xia, Kent B. Monroe
y Jennifer L. Cox, “The Price is Unfair! A Conceptual
Framework of Price Fairness Perceptions”, Journal of
Marketing, 68 (octubre, 2004): 1-15. Christian Homburg,
Wayne D. Hoyer y Nicole Koschate, “Customer’s Reactions
to Price Increases: Do Customer Satisfaction and
Perceived Motive Fairness Matter?”, Journal of the Academy
of Marketing Science, 33, No. 1 (2005): 36-49.
16. Scott Adams, The Dilbert Future-Thriving on Business
Stupidities in the 21st Century (Nueva York: HarperBusiness,
1997): 160.
17. Ian Ayres y Barry Nalebuff, “In Praise of Honest Pricing”,
Sloan Management Review (otoño, 2003): 24-28.
18. Dean Foust, “Protection Racket? As Overdraft and Other
Fees Become Huge Profit Sources for Banks, Critics See
Abuses”, Business Week (5 de febrero, 2005): 68-89.
19. Los ejemplos y datos bancarios de esta sección fueron tomados
de Dean Foust, “Protection Racket? As Overdraft
and Other Fees Become Huge Profit Sources for Banks,
Critics See Abuses”, Business Week (5 de febrero, 2005):
68-89.
20. Partes de esta sección se basan en Jochen Wirtz, Sheryl E.
Kimes, Jeannette P. T. Ho y Paul Patterson, “Revenue
Management: Resolving Potential Customer Conflicts”,
Journal of Revenue and Pricing Management, 2, No. 3
(2003): 216-228.
21. Peter J. Danaher, “Optimal Pricing of New Subscription
Services: An Analysis of a Market Experiment”, Marketing
Science, 21 (primavera, 2002): 119-129; Gilia E. Fruchter y
Ram C. Rao, “Optimal Membership Fee and Usage Price
over Time for a Network Service”, Journal of Services Research,
4 (2001): 3-15.
22. Avery Johnson, “Northwest to Charge Passengers in
Coach for Meals”, The Wall Street Journal (16 de febrero,
2005).
23. John Gourville y Dilip Soman, “Pricing and the Psychology
of Consumption”, Harvard Business Review, 80 (septiembre,
2002): 90-96.
24. Dilip Soman, “The Effect of Payment Transparency on Consumption:
Quasi-Experiments from the Field”, Marketing
Letters, 14, No. 3 (2003): 173-183.
25. “Needed: Straight Talk About Cellphone Calling Plans”,
Consumer Reports (febrero, 2003): 18.
26. Vea, por ejemplo, Anita Sharpe, “The Operation Was a Success;
The Bill Was Quite a Mess”, The Wall Street Journal (17
de septiembre, 1997): 1; Gary Stoller, “Hotel Bill Mistakes
Mean Many Pay Too Much”, USA Today (12 de julio, 2005),
obtenido en www.news.yahoo.com/s/usatoday
Capítulo 5 Exploración de los modelos de negocios: fijación de precios y administración de ingresos 153