A Real-Time Yield Management Framework for E-Services

Yield management for e-services is an exciting extension of the traditional yield management techniques employed in hotel and airline industry. We propose a framework for realtime yield management of e-services. The framework employs demand forecasting, yield management and customer behavior monitoring modules. Yield management is used to optimize resource allocation with market segmentation in prices. In e-services an important service measure is the perceived delay. We use queueing theory to model the dependence of the perceived delay on the demand and providers´ capacity. Using numerical examples we show the gain in revenue that can be realised by firms in different types of markets with different buying power of customers