Possible conflicts and solutions between Revenue Management and Customer Relationship Management: The Venetian 4* hotels.

Abstract

The dissertation is the result of a personal interest on the hospitality industry developed during some experiences by a hotel. It presents the fascinating word of Revenue Management, the orientation that many hotels have through the maximization of short term profits in conflict with the development of long term relationships, a customer related vision of the firm and the maximization of long term performances. Some conflicts between the two opposite schools may arise. The dissertation provides a framework on the emergent theories about conflicts' resolution, explores how the Venetian 4* hotels deal with them and analyses how a sample of Italian customers perceive Revenue Management and Customer Relationship Management.