基于服务效率的自助服务设施选址模型与算法

研究了服务行业中基于服务效率的自助服务设施选址及选址点服务台数量分配的问题.通过确定选址数量,将排队理论与选址理论结合,以减少顾客访问的旅行成本和排队拥塞成本来提高设施的服务效率,对选址点的服务台进行合理分配,建立了非线性整数规划模型.运用下降算法和遗传算法对设施选址与服务台分配进行设计,并通过大量随机算例验证了算法的有效性.     

基于M/M/s/N/∞顾客排队的供应链系统可靠度研究

论文研究了带有M/M/s/N/∞排队系统的零售商一制造商混联供应链系统的可靠度,研究发现零售商一制造商混联供应链系统的可靠度随着零售商服务强度的增大而减小,随着制造商服务台数目和系统容量的增大而增大;可以通过提高服务台平均服务速率,增加制造商服务台数目和系统容量提高该混联供应链系统的可靠度;最后还考虑了该混联供应链系统的可靠度优化问题。该研究对于丰富供应链系统的可靠度理论和指导供应链系统可靠度控制实践有一定的参考意义和应用价值。     

基于持续运营机会约束的竞争设施点选址研究——一种有效的实数编码遗传求解算法

竞争设施点选址是空间经济、区域发展、组合优化和系统工程的重要课题之一。本文以市场份额最大化为目标,研究了基于持续运营机会约束的竞争设施点选址问题,并给出了一种有效的实数编码遗传求解算法。在求解模型方面,首先假定运营成本是竞争设施点规模大小的函数,并对设施点持续运营概率进行机会约束,借鉴引力模型建立竞争设施点选址-设计问题的非线性混合整数规划模型。其次,考虑到选址变量和规模变量的数值类型,以及编码变换问题,设计了一种实数编码遗传求解算法。通过数值实验表明,对不同规模问题的实际计算结果,该算法可以在较短时间内获得最优解,可行解和精确解之间误差小于0.5%,相关比较分析也讨论了该算法的优越性和实用性,为竞争设施点选址问题的研究提供了不同的视角和实用求解算法。     

考虑消费者路径选择的多元需求FIFLP

考虑了顾客的多元需求和需求流的路径选择的截流设施选址问题,网络上顾客行走的OD对存在不同的路径,引用重力模型来确定路径的选择概率,运用需求系数函数实现需求流的部分截得,建立了数目约束下的截得最大流量模型,给出了求解模型的启发式算法,先用增加算法求初始解,再用交换算法改进。最后给出一个算例,通过与精确解的比较,证明了算法的可行性和有效性。     

空间正义视角下的邻避设施选址困境与出路

邻避设施因社会经济发展需求而兴建,其选址又因毗邻民众反对抗争事件的发生而受阻.邻避设施选址体现了空间规划属性,因此可在空间理论中探讨.从空间正义视角来看,邻避选址困境是因未平衡和兼顾各主体利益而造成空间分配正义失衡、未保证利益相关者参与而造成空间过程正义失衡所致.所以,空间正义视角下的邻避设施选址要从对相关利益群体进行多样化的补偿来实现空间利益分配正义,从具体规定公众对邻避设施选址决策的参与程度、参与阶段、参与方式等操作性内容来实现空间过程正义这两个层面寻找出路.     

一类带双重机率约束的多目标应急服务设施选址问题

考虑了一类带双重机率约束的多目标应急服务设施选址问题,需求点的需求及服务站所能提供的满意服务均带有机率约束,且其可靠性由需求点与服务站之间的距离决定.在兼顾考虑了服务效益最大化及利益公平性的基础上建立了多目标选址模型,并给出了解决问题的启发式算法.     

基于总成本和碳减排的物流园区与产业园区协同选址

随着经济全球化的不断深化，世界各国越来越重视通过构建和延伸产业链，通过区域之间的产业联动发展等方式，来获得更多的经济要素、占领更大的市场和实现产业转型升级，以达到提高整个区域产业竞争力的目的，物流园区和产业园区的协同选址以及货物的优化分配方案有利于加强区域产业间的协同效应，从而促进区域经济的整体发展。本文在物流园区和产业园区备选点确定的前提下，针对物流园区和产业园区协同选址问题，采用多目标理论，分别以总成本和总废气排放量为目标函数，建立多目标选址模型，并设计了带有精英策略的非支配排序遗传算法，通过算法求解物流园区和产业园区的协同建设地址以及货物优化分配方案。应用算例对算法进行了分析，结果表明本文设计的算法具有一定的高效性，同时通过对主要参数的敏感性分析，验证了模型具有稳定性。     

面向新零售的生鲜连锁企业城市配送网络优化研究

城市配送网络优化是生鲜连锁经营企业实施新零售的关键环节,本文研究新零售背景下生鲜企业城市配送网络面临的多业态门店选址及末端需求点分配问题。本文系统考虑多业态零售门店选址布局及覆盖范围、冷链设施配置、冷藏品类选择等生鲜新零售特征构建非线性混合整数规划模型,并设计混合拉格朗日松弛算法求解模型,通过与CPLEX对比验证本文算法的有效性。根据典型生鲜连锁企业重庆果琳的实际数据,运用本文模型及算法得到重庆果琳多业态零售门店布局、门店线上订单覆盖范围、门店冷藏最优品类和门店冷链设施配置方案,并探讨需求规模变动、消费者自提意愿、线上订单规模和气温变化等因素对城市配送系统的影响。结果发现相比重庆果琳现有配送网络,优化方案平均成本降低2.52%;生鲜连锁企业损耗成本占总成本超过70%,配置冷链设施总成本仅降低0.32%;需求规模变动对城市配送网络及单位配送成本的影响较小;消费者自提意愿、线上订单规模和气温变化不影响城市配送网络结构且对总成本影响较小。     

基于阶梯型衰退效用函数的竞争选址问题

研究了连锁型企业新设施选址的2个重要因素：市场份额的划分和设施的服务半径。依照效用函数为竞争环境下设施市场份额分配的重要依据,结合消费者的空间选择行为提出了阶梯型效用函数,并应用此效用函数建立了一个竞争环境下连锁型企业新设施选址的新模型,此模型既考虑了服务设施覆盖衰退又考虑了设施的服务半径。最后,给出了求解模型的遗传算法和具体案例。结果表明,该模型和算法可以用于连锁型企业新设施选址决策中,并能够有效地得到问题的近似解。     

基金预算分配理论与方法研究

本文首先对预算分配理论的发展过程及其相应的方法论（系统科学、管理科学）进行了归纳研究，分析了我国国家自然科学基金预算分配系统的现状。在此基础上，研究了适合我国国情的科学基金预算分配准则和分配方法，建立了基金预算分配的交互式三层协调目标规划模型，提出了递阶协调算法。     

Dynamic capacity adjustments with reactive customers

In this paper we develop a behavioural model in which customers come and go based on their perception of waiting time (relative to other facilities) while managers gradually adjust the capacity of the facility based on their perception of demand. We explicitly account for the difference in access to information between existing and potential customers, which implies that the perception of potential customers lags the perception of current customers. We investigate the outcome of the interaction between these simultaneous dynamic decision processes, and in particular the impact of the lags created by the perception formation process and the time to implement desired changes in capacity. These multiple delays may result in customers and service provider being out of step: customers walk away just as the service provider manages to bring extra capacity online.     

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。     

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。     

服务恢复战略——企业如何修正服务缺陷并从中学习

为了保持长期的竞争优势要求企业不仅能够服务顾客、赢得顾客,更重要的是要留住顾客,而服务恢复战略对留住顾客至关重要。服务恢复战略以受理顾客投诉、发现服务缺陷为起点,通过圆满解决顾客问题提高顾客的满意度和忠诚度,并通过系统学习以不断改进服务质量,最终达到增加企业利润的目的。     

Increasing productivity in exponential queues by server-sharing

This paper sets out to investigate the effects of productivity improvements on the operation of queueing systems, the most noticeable effect being a change in the quality of the service that is provided to customers. A bulk-service queueing model is developed and solved, in which the average service time per batch is assumed to increase with the batch size, and the implications for service quality are discussed. The analysis shows that, under certain conditions, the benefits of group service over those of serving customers individually are quite substantial.     

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.     

Ramifications of Monitoring Service Quality Through Passively Solicited Customer Feedback*

It is common for service providers to collect data from customers as part of efforts to monitor quality. Often, this data is passively collected, meaning (a) any solicitation of feedback is done without direct customer interaction, and (b) the customer initiates any response given. Examples include customer comment cards, toll-free telephone numbers, and comment links on World Wide Web pages. This article compares passive data collection with active methods (e.g., interviews and mail surveys). Passive methods generally have lower response rates and are inherently biased, but have cost and sample frame advantages when used to monitor quality on a continuous basis. Despite the biased nature of passive methods, this article describes the successful validation of a common customer-response model with passively collected empirical data. The model is expanded to consider the impact of complaint and compliment solicitation on customers' evaluation of the service provider. Results show that this impact is negative, and that customers who spontaneously register complaints generally record higher ratings of the service provider than customers who complain in response to a complaint solicitation. Discussion and conclusions are given.     

Lead Time and Price Quotation Mode Selection: Uniform or Differentiated?

Firms in service and make‐to‐order manufacturing industries often quote lead times and prices to customers. We define uniform quotation mode (UQM) as the strategy where a firm offers a single lead time and price quotation, and differentiated quotation mode (DQM) is where a firm offers a menu of lead times and prices for customers to choose from. Both modes are followed in practice. Firms should determine which is more profitable. We classify customers into two groups: lead time sensitive (LS) and price sensitive (PS). LS customers value lead time reduction more than PS customers. We develop mathematical models of both quotation modes and analyze them to determine the most profitable mode under specified situations as well as the best lead time and price quotations within each mode. We find that DQM is dominated by UQM whenever PS customers have positive utilities from UQM or LS customers have positive utilities from DQM. Otherwise, which quotation mode is better depends on multiple factors, such as customer characteristics (including lead time reduction valuation and product valuation of a customer, and the proportion of LS customers) and production characteristics (including the desired service level and service or production cost).     

The role of organizational facilitators in promoting job-related mental health and group service effectiveness: a two-wave analysis

This study aimed to add to knowledge by providing a more systematic integration of work characteristics, workers’ health and performance. The two-wave multi-source study was conducted to test the relationship over time between the healthy states of groups of service-oriented workers and their service effectiveness when their organizations provide facilitators such as training, technical support and autonomy. The study takes healthy states to be a composite of affective-motivational and competent collective states (collective vigour and service competence) and service effectiveness. Service effectiveness was a combination of service quality as assessed by customers and their loyalty intentions. Data from 53 hotels and restaurants in Spain were aggregated from 256 boundary workers (i.e. workers in direct contact with customers) and 530 customers at Time 1 and from 470 customers at Time 2 six month later. Structural equation modelling showed that organizational facilitators at Time 1 were related to the service effectiveness reported by customers at Time 2, and also that there was a relationship between service effectiveness at Time 1 and the healthy states reported by the groups at Time 2. That is, contrary to what is widely believed, there was an influence of performance on well-being.     

服务质量决定要因顾客满足和行动意图的影响--在中国服务产业的应用

为维持现有顾客和创造新顾客,服务企业必须知道怎样实施服务质量战略来增加顾客满足和行动意图,因为服务质量、顾客满足和顾客行动意图之间存在着因果关系.本研究把整体服务质量分解为相互作用质量、物理环境质量、结果质量三个决定要因,并对服务质量决定要因对顾客满足和行动意图的影响进行了研究,实证检验在中国服务产业中进行.对研究模型的验证结果支持本研究提出的所有因果假设,即构成整体服务质量的三个决定要因对顾客满足具有显著的正向影响,顾客满足对行动意图具有显著的正向影响.而且,对于中国顾客来说,服务质量决定要因对顾客满足的相对影响力依次为"结果质量"＞"相互作用质量"＞"物理环境质量".