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Unit 14: Yield Management in Services
Christopher H Lovelock and Robert F Young, “Look to Customers to Increase Notes
Productivity”, Harvard Business Review, May-June 1979.
Valarie A Zeithaml, “How Consumer Evaluation Processes Differ between Goods
and Services”, Marketing of Services, eds., James H Donnelly and William R George,
Chicago: American Marketing Association, 1981.
Philip Kotler and Sydney J Levy, “Demarketing, Yes Demarketing”, Harvard BR,
Nov.-Dec. 1971, pp. 74-80.
W Earl Sasser, “Match Supply and Demand in Service Industries”, Harvard Business
Review, Nov.-Dec. 1976, pp. 133-140.
Online links http://www.stevepavlina.com/blog/2005/10/what-is-productivity/
http://www.investopedia.com/terms/y/yield.asp#axzz2AqfoQmSS
LOVELY PROFESSIONAL UNIVERSITY 293
