超額訂位目前已廣泛應用在許多領域中並為營運者帶來許多收益，特別是運輸產業。但超額訂位的實施會有座位衝突產生的風險，這不僅會降低乘客的滿意度，長期而言更會降低乘客對公司的忠誠度。再者，乘客的負面感受會隨著乘客的等級不同而有所不同，過去收益管理研究較少針對此部分進行探討。因此本研究旨在建構一考慮乘客異質性之鐵路超額訂位策略模式，並以台灣高鐵為研究對象，探討不同策略下最適開放訂位數及對營收的影響。研究結果顯示，此模式在不同的賠償策略下皆可以降低乘客的負面感受，總結而言，本研究結果可以幫助服務提供者預估最適開放訂位數，以及針對不同的座位衝突旅客給予相應的賠償措施。

Overbooking has brought large benefit to various fields for long time, especially on transportation industry. The practice of overbooking implies that sometimes the company is unable to meet all customers demand, and it will run the risk of customer conflict and negative effect on customer satisfaction and loyalty. In addition, the negative perception depends on passenger’s different status. However, little academic literature has been done on related issues. Therefore, the aim of this study is to develop a railway overbooking strategic model which considers passengers heterogeneity. The study adopts Taiwan High Speed Rail (THSR) as a case study to examine the influence of several overbooking compensation strategies on optimal booking limit and revenue by using mathematical programming. The analytical result demonstrates this model can actually decrease negative perception of passengers. Moreover, the result of this study can be useful for service provider to estimate booking level and allocate the appropriate compensation treatments.

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