基于质量承诺的物流服务供应链协调研究

发布时间：2018-03-23 20:26

本文选题：关键字　切入点：物流服务供应链　出处：《天津大学》2014年硕士论文

【摘要】：服务质量承诺是显示服务企业质量水平的一个重要信号，它能降低消费者的感知风险，保证服务顺利地交付。因此，服务质量承诺被产业界和理论界认为是最有效的吸引客户的策略之一。当前大多数与服务承诺相关的研究只关注单个成员的决策，而在一定程度上忽略了多个成员之间的交互作用，特别的，服务质量承诺的相关成果主要基于实证调研，定量分析的研究相对较少。因此，本文以物流服务供应链为研究背景，深入研究了与服务质量承诺行为有关的供应链协调问题。希望能为物流服务集成商与功能型物流服务提供商在解决与服务质量承诺的相关问题提供一个理论上的指导。本文首先从实践和理论层面分析了选题的依据和意义，指出在物流服务供应链环境下服务质量承诺研究的重要性和相关理论成果的缺乏。然后，本文梳理了质量博弈关系、供应商的数量选择、需求更新下的采购问题以及收益共享契约等方面的理论成果，并指出基于服务质量承诺行为对上述问题进行再研究的创新性和合理性，为全文的研究工作奠定了基础。之后，本文从质量协调、数量决策、服务能力采购以及利润分配等四个方面分别讨论物流服务供应链的协调问题，具体包括：（1）论文研究了在三种合作模式下（Nash博弈、Stackelberg博弈和集中决策）集成商和提供商的质量策略，并分析了最优决策水平与客户对集成商的惩罚值和质量承诺弹性系数的关系；（2）论文提出了一种存在集成商公平性偏好约束下的提供商最优数量的确定方法，并利用数值模拟探讨了相关参数对提供商数量的影响机制；（3）论文讨论在需求随机的服务市场，需求更新前后物流服务供应链的质量承诺水平与服务能力采购策略，并通过比较四种情形对决策水平的影响，为系统成员有效地选择最优策略提供理论参考；（4）论文论证了传统的收入共享契约在协调存在需求更新的供应链利润时存在局限性，并进一步提出了一种改进的收入共享合约来优化供应链绩效。最后，，给出了本文主要的研究结论和未来展望。
[Abstract]:Quality of service commitment is an important signal to show the quality level of service enterprises. It can reduce the perceived risk of consumers and ensure the smooth delivery of services. Service quality commitment (QoS) is considered by industry and theorists to be one of the most effective strategies to attract customers. In particular, the results of QoS commitment are mainly based on empirical research, and the quantitative analysis is relatively few. Therefore, this paper takes logistics service supply chain as the research background. In this paper, the supply chain coordination problem related to QoS commitment behavior is studied in depth. It is hoped that it can provide a theoretical guide for logistics service integrators and functional logistics service providers to solve the problems related to QoS commitment. This paper first analyzes the basis and significance of the topic from the practical and theoretical aspects, points out the importance of service quality commitment research and the lack of relevant theoretical results in the logistics service supply chain environment. Then, this paper combs the quality game relationship. It also points out the innovation and rationality of re-research on the above issues based on QoS commitment behavior, such as quantity selection of suppliers, purchasing problem under demand updating and revenue sharing contract, and so on. After that, this paper discusses the coordination of logistics service supply chain from four aspects: quality coordination, quantity decision, service capability purchase and profit distribution. This paper studies the quality strategies of integrators and providers in three cooperative modes: the Nash game Stackelberg game and the centralized decision making. The relationship between the optimal decision level and the penalty value of customer to the integrator and the elasticity coefficient of quality commitment is analyzed. In this paper, a method of determining the optimal number of providers under the constraint of fairness and preference of integrator is proposed. The paper also discusses the quality commitment level and purchasing strategy of logistics service supply chain before and after demand updating in the stochastic service market. By comparing the influence of four kinds of cases on the decision level and providing a theoretical reference for the system members to choose the optimal strategy effectively, the paper demonstrates the limitations of the traditional revenue-sharing contract in coordinating the supply chain profits with demand renewal. Furthermore, an improved revenue-sharing contract is proposed to optimize the performance of supply chain. Finally, the main research conclusions and future prospects are given.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.2;F274

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