西藏第三方物流服务质量决定因素的实证研究

随着经济的发展和市场对第三方物流需求的激增，西藏的第三方物流服务也得到了一定的发展，但与西藏经济快速发展对其提出的能力需求还有较大差距。本文针对西藏第三方物流企业如何更好地为顾客服务、提高服务质量。通过模型分析研究，找出并分析了影响第三方那物流服务质量主要因素，结果是：第三方物流服务使用的可感知性，可靠性、反应性，保证性对物流服务质量有正的影响，物流服务质量对顾客价值有正影响，由此第三方物流服务的供应者运营成功提供参考。     

基于顾客心理期望等待时间的服务策略研究

顾客在排队系统获取服务时，会存在心理上的期望等待时间，该期望会影响顾客在排队系统中的行为变化和流动，从而影响企业收益。本文以传统的M/M/1排队系统为背景，基于顾客存在期望等待时间的前提下，以企业收益最大化为优化目标进行研究。首先，对相应基础理论和模型假设进行介绍；其次，对顾客存在心理期望等待时间情形提出三种新的策略：重新定价、通过折扣对顾客期望值进行调整、提高服务率；然后，分别对上述三种策略进行优化分析，并同现有结果进行比较；研究表明：三种策略都比维持原有定价带来更大收益；当折扣力度较小时或顾客对费用感知强于时间感知时，折扣策略优于重新定价策略；当折扣力度较大或顾客对时间感知强于费用感知时，重新定价策略优于折扣策略；最后，通过对最优结果分析提出相应管理启示。本文的研究对于顾客存在心理期望等待时间的服务定价具有重要的指导意义和实际应用价值。     

考虑佣金的关联价值拍卖模型

在标准的只考虑买卖双方的拍卖模型中引入第三方,拍卖公司.拍卖公司提供服务要收取一定的佣金,佣金费用由买家支付,支付额占成交价的比例为k.文章发现,佣金比例k的大小对买卖双方均有一定影响:买方的出价策略变得谨慎但是其均衡期望收益却与k无关;卖方的期望收益受到影响而降低.事实上,拍卖公司的佣金就是来自于卖方的期望收益中.文中就第一价格与第二价格机制在关联价值模型上讨论佣金问题,得到的结果有较普遍的意义.     

第三方物流企业顾客满意度测评体系研究

服务性行业的竞争愈演愈烈,第三方物流企业所提供服务的质量直接影响其核心竞争力的形成,物流服务的目标就是使顾客满意。本文在现有顾客满意理论研究成果的基础上,根据第三方物流业及其提供服务的特点,从顾客的角度出发,结合第三方物流企业顾客满意度的特殊性对现有物流企业顾客满意度理论模型进行了修改和完善,并在修改后的模型基础上运用结构方程建立模型,验证第三方物流企业测评指标的准确性;之后,本文采用了模糊层次分析法,将三角模糊概念引入到层次分析法中,确定了各指标的权重,并对快递企业进行实例分析,将文章所述理论应用于实践,验证了研究方法的可靠性以及实用性,以期对构建第三方物流企业顾客满意度测评体系的研究和实践有所裨益,具有一定的现实意义。     

第三方物流企业顾客服务评价体系的构建

本文从第三方物流顾客服务衡量与控制的角度出发,结合我国第三方物流的特点,提出第三方物流顾客服务评价体系应该包括两个部分,即顾客服务评价KPI体系与顾客满意度评价体系,并在此基础上阐述二者之间相互关系.     

基于多目标优化的模糊需求VRPTW动态管理

针对具有模糊顾客需求的带时间窗车辆路径问题,建立了最小化车辆行驶距离和最小化配送服务延迟时间的多目标模糊机会约束规划模型,提出了管理车辆服务模糊需求的动态优化策略,设计了嵌入模糊模拟的改进非支配排序混合遗传算法来求解模型。通过Solo-mon标准算例的仿真实验,不仅讨论了决策者主观偏好值对决策目标的影响,而且与传统车辆调度方法进行了对比分析,验证了该动态管理策略的有效性。     

产品后市场服务渠道选择:垂直式或网络化?

制造业服务化让企业将核心业务向服务领域延伸.在运营成本和服务能力的约束下, 为了给顾客提供高水平服务, 后市场服务可以由供应商自主提供, 或由第三方服务商提供, 由此分别形成了垂直式渠道和网络化渠道.针对这两种供应链渠道分别进行了建模优化, 通过对比两种供应链结构下的渠道服务水平、市场供给量和供应链上各成员的利润, 讨论了供应链的最优渠道结构选择.研究结果表明, 只要服务成本不变, 供应链的渠道结构不会改变服务水平.供应链最优的渠道结构由供应商与第三方服务商的服务成本差异决定, 只要第三方服务商的服务成本足够低, 供应商就应该选择服务外包和网络化渠道, 从而实现帕累托改进.     

基于QFD的CS指标决策优化模型

本文首先根据客户资产确定顾客的权重,对层次分析模型进行改进;然后,试图运用模糊理论,构建一个顾客满意度测评的模糊聚类模型,度量顾客满意度,建立决策模型的目标函数;并借助线性规划,以顾客满意CS为目标,以顾客、企业、员工相关方资源为约束,参考竞争者的服务提供情况,建立了一个CS指标值的数学优化模型,以确定CS指标的决策目标值。     

Loss-averse测度下考虑政府补贴的双第三方回收再制造闭环供应链

以制造商、零售商及两个第三方回收商构成的再制造闭环供应链为背景,使用Loss-averse函数测度零售商的风险规避特性、古诺(Cournot)模型刻画第三方回收商的竞争特性,将政府补贴作为内生变量,构建了第三方回收再制造闭环供应链模型,分析了风险特性、政府补贴及竞争特性对供应链的影响,证明了收益费用共享契约可以克服双重边际效应和风险规避效应,优化loss-averse测度的考虑政府补贴的双第三方回收再制造闭环供应链;最后,通过仿真研究,验证了该模型的有效性及实用性,得出了政府补贴、风险特性、竞争特性等与供应链成员期望利润等之间的关联关系,为再制造产业发展的科学决策提供决策支持和参考。     

基于异质性顾客心理期望等待时间的优先权服务定价研究

本文以非抢占式M/M/1排队系统为背景，以企业收益最大化为目标，基于顾客异质性(单位时间等待成本不同)将顾客分为两类，针对顾客的心理期望等待时间对服务提供商最优定价策略的影响进行研究。首先研究优先权顾客心理期望等待时间对企业收益的影响以及相应的优先权定价，然后研究优先权顾客和普通顾客同时存在心理期望等待时间对企业收益的影响和相应的优先权定价。研究表明：仅考虑优先权顾客的心理期望等待时间，企业应通过提高优先权定价来获得最优收益；当优先权顾客和普通顾客同时存在心理期望等待时间时，企业仍然采取提高优先权定价的策略，若普通顾客的价值大(获取服务的基本费用大)，企业应对普通顾客提供一定的折扣来消除其心理期望等待时间增加企业收益；如果普通顾客的价值较小，企业应“有意”流失部分普通顾客，吸引更多顾客到优先权队列获取服务来获得更多收益。本文研究对于服务提供商在考虑顾客心理期望等待时间基础上设置最合理的队列机制有一定的指导意义和实际应用价值。     

Increasing the Revenue of Self‐Storage Warehouses by Facility Design

Self‐storage is a booming industry. Both private customers and companies can rent temporary space from such facilities. The design of self‐storage warehouses differs from other facility designs in its focus on revenue maximization. A major question is how to design self‐storage facilities to fit market segments and accommodate volatile demand to maximize revenue. Customers that cannot be accommodated with a space size of their choice can be either rejected or upscaled to a larger space. Based on data of 54 warehouses in America, Europe, and Asia, we propose a new facility design approach with models for three different cases: an overflow customer rejection model and two models with customer upscale possibilities, one with reservation and another without reservation. We solve the models for several real warehouse cases, and our results show that the existing self‐storage warehouses can be redesigned to generate larger revenues for all cases. Finally, we show that the upscaling policy without reservation generally outperforms the upscaling policy with reservation.     

不确定需求情境下的供应链预测契约设计

以报童模型为基础,研究了在由单一生厂商和零售商组成的供应链系统中,生产商如何通过契约设计来影响零售商的需求预测行为,使其收益最大化的问题。文章基于静态博弈模型对此问题进行了分析,发现在整合供应链情境下,当需求预测成本较小时选择预测能够获得更高的期望收益;在分散式供应链情境下,当生产商选择预测契约时,预测成本最终由生产商承担,且其期望收益为预测成本的减函数,而选择无预测契约时则为预测成本的非减函数;最后通过生产商期望收益对比,给出了最优策略。     

Pricing and Operational Performance in Discretionary Services

In many services, for example, website or landscape design, the value or quality derived by a customer depends upon the service time, and this valuation differs across customers. Customers procure the service based on the expected value to be delivered, prices charged, and the timeliness of service. We investigate the performance of the optimal pricing scheme as well as two commonly used pricing schemes (fixed fee and time‐based pricing) for such services on important dimensions such as revenue, demand served, and utilization. We propose a novel model that captures the above features and wherein both service rate and demand are endogenous and functions of the pricing scheme. In particular, service time is an outcome of the pricing scheme adopted and the heterogeneous valuations of customers, unlike in the queueing‐based pricing literature. We find that the service system may benefit from a greater variance in consumer valuations, and the performance of pricing schemes is impacted by the shape of the distribution of customers' valuation of service time and the responsiveness desired by customers. Both the fixed fee and time‐based schemes do well relative to the optimal pricing scheme in terms of revenue in many plausible scenarios, but there are substantial differences between the pricing schemes in some important operational metrics. For instance, the fixed fee scheme serves more customers and has higher utilization than the time‐based scheme. We also explore variants of the fixed and time‐based schemes that have better revenue performance and show that the two‐part tariff which is a combination of fixed and time‐based pricing can do as well as the optimal scheme in terms of revenue.     

Economic analysis of demand uncertainty and delayed information sharing in a third-party managed supply chain

Designers and retailers in consumer products industry are faced with high demand volatility and potential loss of profit from design piracy. Many retailers rely on third-party supply chain managers (SCMs) to manage global supply chains. A SCM starts raw materials procurement and production process based on expected demand and takes financial risks associated with demand uncertainty. But a retailer often delays sharing product design information with SCM forcing it to expedite production and distribution processes incurring additional financial penalties. To analyse economic impact of delayed information sharing under uncertain demand, we develop a mathematical model. Our model indicates that higher demand volatility lessens the effect of penalty associated with delayed information sharing for retailers. The model also shows that for a given demand volatility, per-unit premium increases asymptotically for a retailer compared to marginal production cost increase for SCM. Such findings are not intuitive for SCMs or retailers.     

Assessing Service Level Targets in Production and Inventory Planning*

In production and stock planning, the relationship between customer service, defined as the ability to meet demand for finished goods from in-stock inventory, and expected profits or expected costs can be represented by a simple reliability curve. The shape of this curve depends upon the parameters of the demand process, specifically the expected level of demand, standard deviation and correlation structure, as well as upon the capacities and initial state of the production and inventory system. A model is presented which explicitly determines this trade-off curve for a firm. The model is intended both as an operational model to aid managers in setting revenue and service targets which are compatible with the capacities and resources of the firm, and as a tool for exploring relationships between the parameters of the demand process and the constraints of the physical production and inventory system. The results illustrate that the level of risk depends strongly on the variability of the demand process, the cost structure, the capacities and initial state of the system and, to a lesser extent, the correlation in demand between succeeding periods. Results suggest that establishing service level targets consistent with the firm's strategic orientation must be done in consideration of both the characteristics of the demand process and the capacities of the production and inventory system. The model provides a tool for estimating the premium above unit cost which must be paid to provide a designated service level.     

基于不同TPL权力的电商供应链决策研究

第三方物流企业受到政府补贴的大力扶持,物流服务显著提升,对消费者网购产生积极影响,逐渐享有供应链话语权。通过分析物流服务供应商的物流成本结构,分别考虑物流投资与物流成本函数,从第三方物流供应链权力视角构建三种电商供应链物流外包权力结构场景(物流服务商主导模式、物流服务商次主导模式和物流服务商跟随模式),综合研究第三方物流企业权力对电商物流外包供应链决策的影响。结果表明,当物流服务商权力越小时,物流服务水平、市场规模、制造商利润和网络零售商利润越大。而不同权力结构下的批发价格、零售价格、物流服务商利润关系受到物流投资系数和物流配送费用的共同影响。当满足条件时,物流服务商跟随模式使得供应链实现帕累托最优。不同第三方物流企业处于不同权力地位时,供应链利润均随物流配送费用的增加、物流投资系数的增加,物流成本系数的减小而增加。据此对不同的物流补贴政策效果进行分析,并为政策制定者和供应链主体提供参考性意见。     

跨境电商企业海外仓选址多目标优化研究

海外仓作为一带一路战略环境下的一种新型跨境物流模式,具有运输时间短、退换货快等特点。本文在跨境电商的背景下,综合考虑建仓成本、运输费用、运输时间和税费等因素,提出了海外仓选址多目标优化模型,随后基于分层序列法设计了二分搜索-最小费用流算法对该模型进行求解,并证明该算法在多项式时间内可以得到最优解,最后通过算例证实了该模型和算法的有效性和实用性,这为跨境电商海外仓选址提供了理论依据和决策支持。     

不同冷链服务模式下生鲜农产品供应链决策

基于单物流服务商、单供应商和单零售商构成的生鲜农产品供应链，构建3种冷链服务模式：承诺模式、提前要求模式与延后要求模式，探讨不同冷链服务模式对定价与冷链服务水平、企业绩效的影响。研究发现：某种冷链服务模式是否有利于消减数量与质量损耗依赖于产品易腐性、冷链服务成本及其分担比例。供应链成员无法在承诺模式与提前要求模式下形成统一的模式偏好。当物流服务商承担的冷链服务成本比例较低时，相比于提前要求模式，供应商偏好承诺模式，否则，偏好提前要求模式。承诺模式比提前要求模式更有利于物流服务商，然而对于零售商，结果正好相反。数值实验表明，虽然供应链成员无法对冷链服务模式形成整体的一致性偏好，但仍可实现局部的一致性偏好。     

Pricing,Allocation, and Overbooking in Dynamic Service Network Competition When Demand Is Uncertain

We study the problem of combined pricing, resource allocation, and overbooking by service providers involved in dynamic noncooperative oligopolistic competition on a network that represents the relationships of the providers to one another and to their customers when service demand is uncertain. We propose, analyze, and compute solutions for a model that is more general than other models reported in the revenue management literature to date. In particular, previous models typically consider only three or four of five key revenue management features that we have purposely built into our model: (1) pricing, (2) resource allocation, (3) dynamic competition, (4) an explicit network, and (5) uncertain demand. Illustrative realizations of the abstract problem we study are those of airline revenue management and service provision by companies facing resource constraints. Under fairly general regularity conditions, we prove existence and uniqueness of a pure strategy Nash equilibrium for dynamic oligopolistic service network competition described by our model. We also show, for an appropriate notion of regularity, that competition leads to the underpricing of network services, a finding numerically illustrated by an example of intermediate size. Our proposed algorithm can be implemented using well‐known off‐the‐shelf commercial software.     

考虑保鲜努力与数量/质量弹性的农产品三级供应链协调优化

以供应具有季节性的农产品为研究对象，研究了由农户-第三方物流供应商（TPLP）-零售商组成的三级供应链协调问题。将农产品的数量和质量损耗均视为TPLP保鲜努力的内生变量，分别建立了分散与集中决策模式下的动态博弈模型。分析表明分散决策模式下供应链各成员的决策会导致产品销售量和销售价格扭曲，严重影响供应链绩效。针对三级供应链中的两个交易过程，并基于对系统中相关决策变量的变化及影响因素分析，分别设计了成本分担和收益共享协调契约，并论证了在一定条件下该组合协调机制可以显著扩大农产品的销售量，实现供应链各成员收益的帕累托改进。最后，通过算例验证了文章结论，并分析了努力水平对不同农产品质量和数量损耗的改善程度（数量/质量弹性）对农产品三级供应链决策及协调效果的影响。