Quality at the Ritz Carlton Hotel Company Case Study Summary

CUSTOMER PERCEPTIONS OF FAIRNESS IN HOTEL REVENUE MANAGEMENT

Punit Sanghavi, B.S.

Thesis Prepared for the Degree of

MASTER OF SCIENCE

UNIVERSITY OF NORTH TEXAS

December 2005

Sanghavi, Punit. Customer perceptions of fairness in hotel revenue

management. Master of Science (Hospitality Management), December 2005, 123 pp.,

60 tables, references, 21 titles.

The purpose of the study was to determine customer perceptions of fairness

concerning pricing policies charged by the hotel industry, and to examine how different

outcomes in pricing policies affect customer perceptions of fairness.

Convenience-Interception survey sampling was used to collect 460 sample data

at the Dallas Love Field Airport. After analyzing data, one can infer that when revenue

management information was provided, customers are satisfied. Further, age,

education, Airline FFP enrolled and redeem miles, and pricing based on marketing

channels plays an imperative role in this study.

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Copyright 2005

by

Punit Sanghavi

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ACKNOWLEDGMENTS

I would like to express my sincere appreciation to my major professor, Dr.

Johnny Sue Reynolds, whose gentle guidance caused me to discover capabilities within

myself of which I was unaware. I give special thank to my committee: Dr. Lou E. Pelton

in assisting me periodically, Dr. Bharath Josiam in motivating me, and Dr. Priscilla

Connors who graciously gave her time and talents into the thesis.

More personally, I thank Dallas Love Field Airport, specifically Mr. Robert Miville

and his staff without which the “survey” process would have been a bigger mountain to

climb.

I give heartfelt thanks to my parents and my brother in Mumbai, India for

supporting, encouraging, and believing in me in-spite staying thousands miles away.

Close to my heart I thank my