【作者】 刘月；

【导师】 罗利；

【作者基本信息】 四川大学 ， 管理科学与工程， 2005， 硕士

【摘要】 随着信息技术以及管理科学方法在服务行业的广泛应用,近年来一种新的管理理论和方法——收入管理正在国际上悄然兴起,并为使用该项技术的企业带来丰厚的收益。酒店业是典型的能力约束型服务业,具有很强时效性的“库存”,为此酒店业成为收入管理研究和应用的最重要的领域之一。存量控制(客房分配)是酒店收入管理的重要组成部分,但由于收入管理起源于航空客运业,针对酒店存量控制的研究相对较少,而国内的相关研究才刚刚起步。因此本文的研究不仅对酒店存量控制的理论发展具有特殊的意义,而且对促进收入管理在我国酒店业的应用具有实践价值。 本文的研究是主要围绕三个问题展开的:第一,传统存量控制研究主要集中在优化问题上,而忽略了其基础研究工作——对顾客需求的准确了解;第二,由于顾客的选择行为受到自身偏好和卖方分配策略的共同影响,从而导致需求转移的现象普遍存在,然而传统存量控制模型中为了简化问题关于需求独立的假设与实际不符;第三,在酒店业除了客房收入,旅客的其他消费收入仍然是构成酒店整体收益的重要组成部分,因此最大化客房收入的传统优化模型不能满足酒店业的特殊要求。 本文针对以上三个问题,以收入管理理论、统计方法为工具,展开的主要研究包括:①应用多元统计方法,在顾客分类的基础上,预测每一类顾客的选择和消费行为,更细致地了解顾客需求;②通过引入顾客选择集的概念,合理解释了需求转移现象的发生;③在了解顾客选择和消费行为的基础上,构建基于顾客选择行为的“全收益”存量控制优化模型;④将研究成果实际应用到酒店实践,并得到一些具有普遍意义的结论。更多还原

【Abstract】 With wide application of information technology and management science in Service Industry, as a new theory and method for management of perishable products, Revenue Management has become more and more popular and brought great benefits to many service companies. Hotel has fixed capacity and perishable inventory, so hotel become a very important area for research and application of RM. Inventory control or room distribution is a main part of RM, but the relative research about hotel is quite fewer than that in airline, what’s more the domestic research just start. So our research will play a special role in promoting the development of hotel RM and also give some insight in RM application in our national hotels.This paper try to solve three main problems: first, traditional inventory control always focuses on optimization, but ignores the basic work-well understanding of demand; second, most of traditional research have a common suppose about independent demand for different fare class, but the phenomenon of buy-up and buy-down always exits in reality; third, except room, hotel has other facilities such as food supply, entertainments, so the optimization target of hotel RM is the whole revenue including room income and other consume, but not only room income.So the main topic of this paper is about the problem mentioned above. Our research has four parts: forecasting customer purchasing and consuming behavior by some classical and advance statistical tools; explaining demand transfer betweendifferent fare class by introducing the concept of customer selection set; building a integrate revenue management model under customer choice behavior; applying our theory research in a hotel with real data.更多还原