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Extending the Boundaries of Customer Accounting: Applications in the Hotel Industry

Griffith University, Australia, C.Guilding{at}mailbox.gu.edu.au

David J. Kennedy

University of New South Wales, Australia

Lisa McManus

Griffith University, Australia

In the context of the accounting, hospitality, and marketing literatures, this article explores the potential of applying novel customer accounting methodologies to hotel management. A review of the accounting literature has revealed little consideration given beyond allocating costs differentially across customers. The restricted nature of this approach is highlighted by considering differences in hotel patrons’ purchasing patterns occurring subsequent to the purchase of accommodation. Attention is also drawn to the minimal degree to which accounting commentaries have built on the "relationship marketing" philosophy that has recently commanded much attention in the marketing literature. In light of this philosophy, the notion of customers as assets is promoted and consideration is given to the methodology and implications of valuing customers as assets.

Key Words: accounting-marketing interface • customer profitability • customer accounting • customer value

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