Integrating service attribute bundle designs and capacity management using a customer-centric approach

We explore how firms can develop information strategy and design service offerings to capture profitable consumer responses, considering demand-driven revenue and capacity management concerns. Using the public transport industry, we employ a stated choice experiment to understand heterogeneous consumer choices, and exploit their willingness-to-pay. We develop a simulation to demonstrate the efficacy of customer-centric revenue management and evaluate performance impacts of service attribute bundles on revenue production and capacity utilization. We also examine how providers can develop competitive strategies to deliver better transport services that suit consumer preferences and increase profitability.