基于服务外包的汽保售后服务商逆向物流协同及实证研究

发布时间：2018-03-18 22:49

本文选题：服务外包　切入点：协同　出处：《重庆师范大学学报(自然科学版)》2013年05期 　论文类型：期刊论文

【摘要】：近年来,随着汽保产品生产企业广泛地将售后服务外包给外部服务商,许多企业在售后服务外包之后遭遇到了诸多与外包服务商之间逆向物流协同的问题。尝试性地对基于服务外包的汽保售后逆向物流协同进行了定义,并认为双方协同运作的过程决非只有外包服务商单方面的努力配合,而更是生产企业与服务供应商双向的紧密联动,这一协同包括了4方面的要素。在此基础上,提出售后逆向物流的外包服务商协同模式。该模式的主要构成因素有:信息实时共享、联合反向预测与补货、回流及决策同步化、协同激励、售后逆向物流外包整合流程、基于时间窗的售后逆向物流外包协同绩效系统。接着,进一步就协同模式提出了外包服务商协同对绩效影响的假设,对假设进行了回归验证并识别出供应商协同3个核心要素的协同变量。最后,由实证研究分析和访谈调研结果证明,服务外包只有建立在合作双方有效协同的基础上,才可能有更长远的成功。
[Abstract]:In recent years, as auto insurance product manufacturers have outsourced after-sales services to external service providers, After outsourcing after after-sales service, many enterprises have encountered many problems of reverse logistics coordination with outsourcing service providers. It is considered that the process of cooperative operation between the two parties is not only the unilateral cooperation of outsourcing service providers, but also the two-way close linkage between production enterprises and service suppliers, which includes four elements. This paper puts forward a collaborative model of outsourcing service providers for after-sales reverse logistics. The main components of this model are real-time information sharing, joint reverse forecasting and replenishment, synchronization of backflow and decision making, collaborative incentive and after-sales reverse logistics outsourcing integration process. The collaborative performance system of after-sales reverse logistics outsourcing based on time window. Then, the hypothesis of the effect of outsourcing service provider collaboration on performance is put forward. The hypothesis is verified by regression and the collaborative variables of three core elements of supplier collaboration are identified. Finally, the empirical analysis and interview results show that service outsourcing is only based on the effective collaboration between the two partners. Only in the long run will it be possible to succeed.
【作者单位】：上海第二工业大学经济管理学院;
【基金】：国家自然科学基金(No.70731160015)
【分类号】：F719;F259.2;F224

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