物流服务质量评价指标排序研究

提出物流服务质量评价指标排序对物流企业满足客户需求、提升核心竞争力的重要意义.提出三角模糊集、正态模糊集用于权重设置的具体途径,应用OWA算子于客户评价数值加权,并拓展基本原理和方法,使其对极端评分值有所抑制.以鸿迅物流为实证研究对象,应用直觉模糊集及其IFHA集成方法于物流服务质量评价指标排序,并得出u7＞u6 ＞u5 ＞u2 ＞u10 ＞u9 ＞u1＞u8＞u4＞u3的结论.     

基于模糊AHP的第三方物流企业服务质量评价研究

从第三方物流企业服务质量评价的实际出发,提出了服务质量的评价准则,并基于梯形模糊数的AHP法构建评价的层次结构确定出准则的权重;定义了企业悲观相似度和乐观相似度的概念,在此基础上应用去模糊技术得出企业在二级准则下的绩效指数及排序;确定出被评价企业在服务质量上的合成绩效指数及其排序。通过一个仿真实例说明了所提方法的有效性。     

物流企业服务质量综合评价研究

本文以珠三角地区物流企业的领导、员工、客户以及供应链和物流类专家为调查对象，对决定物流企业服务质量评价结果的影响因素进行了多次问卷调查，在调查结果分析的基础上，运用层次分析法构建了我国物流企业服务质量综合评价指标体系。     

基于不确定语言信息的物流供应商选择

为解决传统供应商的选择与评价过程中专家评判的模糊性和不确定性问题,提出了一种基于不确定语言信息的物流服务供应商选择方法。该方法以不确定语言变量来表征专家的评判从而避免了决策信息的丢失。继而建立了物流服务质量评价属性的权重优化模型,并构造拉格朗日函数来求解该模型,得到评价属性的最优权重。接着利用不确定语言加权几何平均（ULWG）算子集结专家评判信息,则得到供应商的优先排序。给出了基于不确定语言信息的供应商选择的算法步骤和应用实例。     

基于信息技术的物流服务质量影响因素的实证研究

文章提出了物流服务质量与供应商承诺和客户忠诚度之间存在相关性,然后分别从企业对企业和企业对消费者两个方面进行实证调研,将主成分分析和方差极大旋转相结合,旨在分析主供应商承诺和客户忠诚度对供应商的物流服务质量的影响效果,并检验信息技术在物流服务质量、供应商承诺、客户忠诚度之间的调节作用,结果表明物流服务质量、承诺、忠诚度之间的关系受到信息技术应用的影响。     

考虑顾客给出服务期望容忍区间的服务质量评价方法

针对服务系统的服务质量评价问题,给出了一种考虑顾客给出服务期望容忍区间的服务质量评价方法。在该方法中,首先通过调查问卷方式获取顾客的服务质量期望容忍区间和服务感知评价信息,并依据专家给出的评价指标重要性分值计算服务质量评价指标的权重;然后采用加权平均法对顾客评价信息进行集结,得到服务系统的综合服务质量感知价值;进一步地,运用分值标度转化方法,确定服务系统的服务质量等级。最后,通过一个实例分析说明了本文提出方法的可行性和潜在的应用。     

运用质量功能展开方法的物流服务质量改进

根据客户对物流供应商的质量反馈信息,对物流企业的访谈和专家调查的意见,提取了可能影响物流服务质量的因素。通过分析这些因素的重要性,剔除了那些影响小的因素,并对保留的因素加权。这样建立了度量物流服务质量的指标体系,并按照质量功能展开的方法形成了质量屋,其建立可以帮助企业有效地改进服务质量。     

提高物流企业服务质量的探讨

服务是物流企业永恒的主题。服务质量的好坏直接影响着物流企业的生存和发展。提高物流企业的服务质量，是物流企业能够稳步发展的关键。本文从强化物流服务质量意识，构建全新的物流服务质量管理体系，提高物流服务水平三方面论述了提高物流服务质量的对策。     

某银行网上银行关键服务质量特性识别方法研究

本文研究了网上银行服务质量特性的识别并提出了基于SERVQUAL评价模型的评价方法。这一方法被应用到某银行网上银行关键服务质量特性识别,继而得出可靠性和安全性是网上银行服务质量的关键特性。     

公共图书馆服务质量评价标准体系构建研究

推动公共图书馆评价过程标准化建设,保障公共图书馆服务绩效,统一规范适应新时代需求的服务质量评价方法,使每一位读者能够享受到公平可及的高水平文化服务,是目前我国文化服务纵深发展的方向。如何对公共图书馆提供服务的质量进行合理评价值得我们深入研究探讨,本文通过梳理公共图书馆服务质量评价体系发展进程,对SERVQUAL模型中评价维度进行借鉴,结合公共图书馆服务质量评价指标体系的内在要求,提出标准体系构建方案,并采用AHP层次分析方法,探讨标准体系中各层指标要素之间的内在联系,为其服务质量评价标准体系的实施和改进等方面提出建议。     

Service capability procurement decision in logistics service supply chain: a research under demand updating and quality guarantee

Though existing researches have already studied on service quality guarantee and demand updating in a supply chain respectively, there is little attention paid to integrated research on service quality guarantee problem with demand updating. This paper aims to investigate the impacts of demand uncertainty revelation and quality guarantee change cost (GCC) on the optimal decisions of logistics service integrator (LSI) and functional logistics service provider (FLSP) in a logistics service supply chain. At the beginning of the first period, the FLSP first guarantees an initial quality level and the LSI procures service capacity from the FLSP based on the demand prediction. Then the demand information is updated after the first-period demand being satisfied, and the LSI and the FLSP make their optimal decisions based on the renewed demand in the next period. Before the second period, uncertainty complete revelation/uncertainty incomplete revelation (UCR/UIR) and GCC/no guarantee change cost (NGCC) may take place, which will affect the decisions the LSI and the FLSP make. Consequently, four situations are considered: (1) UCR and GCC; (2) UIR and GCC; (3) UCR and NGCC; and (4) UIR and NGCC. In each situation, we derive the optimal decisions of the FLSP and the LSI, and a comparison between the first- and second-period decisions in each situation is conducted. Several managerial insights are concluded, and the most important one is that the LSI is supposed to reduce the procurement quantity and the FLSP is supposed to promise a higher quality defect rate in the case of UIR and NGCC. Furthermore, in case of UIR and GCC, we specify a critical condition in which the LSI and the FLSP insist on the initial decisions of the first period. At last, we conducted numerical analysis and gave a practical example of China Yuantong Express Company to support our conclusions.     

Game Theory Based Decision Coordination Strategy of Agricultural Logistics Service Information System

Under the background of “Internet plus” rapid development, the agricultural logistics industry should apply information technology to every link of the agricultural product logistics industry chain. By making full use of the decision making module of the agricultural logistics information system, we can realize the full sharing of information and data resources, which makes the decision-making scheme of the agricultural logistics information system more optimized. In real economic society, the uncertainty and mismatch between the customer’s logistics service demand and the logistics service capability that the logistics service function provider can provide, that is, when the two information are asymmetric, how to use the third-party contract to coordinate the income and profit distribution of the two, to make the information system decision making more reasonable? This paper mainly studies the coordination scheme of agricultural logistics information system decision making under uncertain output and demand information by introducing the spot market. A joint coordination strategy based on revenue sharing and penalty feedback contracts proposes decentralized decision making based on game theory. Experiments show that the flexible ordering strategy proposed in this paper can reduce the logistics service supply chain’s uncertainty and significantly improve the logistics service supply chain’s overall income level through coordination contracts.     

消费者个体特征及物流服务感知对网购平台选择的影响研究

为探究消费者个体特征和物流服务感知对网购平台选择的影响,构建了消费者网购平台选择影响因素的假设模型。运用单因素方差分析和多元回归分析的方法,从个体特征和物流服务感知两个方面验证了原假设内容。结果表明：配送质量、服务态度、经济性感知和便利性感知对消费者网购平台的选择具有正向影响。统计特征、认知特征和行为特征通过影响物流服务感知因素,间接影响消费者对网购平台的选择。针对影响因素的重要程度,制定差异化的物流服务策略,能够更好地服务于网购消费者。     

物流服务供应链质量监控行为博弈分析

研究了物流服务供应商和集成商之间的质量监控博弈行为,分析双方的行为对物流服务质量的影响,从而提升物流服务质量。在两级物流服务供应链结构模型的基础上,构建了多级复杂物流服务供应链模型,运用博弈论方法分别给出了不同模型下的混合Nash均衡解,并考虑长期利益情况,得出模型的新Nash均衡解。结果表明,加强集成商的监督力度以及增加供应商之间的竞争等具体措施都可以显著改善物流服务供应链的质量监控和协调。     

A novel model for optimisation of logistics and manufacturing operation service composition in Cloud manufacturing system focusing on cloud-entropy

In recent years, economic globalisation and manufacturing resource globalisation as two key factors have driven enterprises to transform their business processes to survive in competitive environments. This transformation is challenging as manufacturing enterprises should maintain their support for their customers with high-quality products, lower cost, product customisation capabilities, and quick delivery. Moreover, globalisation has resulted in geographically distributed suppliers across the globe. This challenge will turn into a major research topic when paradigms like Cloud manufacturing are introduced. Cloud manufacturing is a new paradigm which provides ubiquitous, convenient, on-demand network access to a shared pool of configurable manufacturing resources. In this paper, to achieve the ideal goal of Cloud manufacturing, the concept of supplier network logistics planning and manufacturing service composition is focused. Every production task and logistics operation would be defined as a service considering operation process chart flows. The paper has proposed a mathematical model which selects an optimal set of manufacturing and logistics service composition in order to lower operation and logistics costs in operational perspective while fulfilling a novel idea for configured cloud entropy of logistics and operation suppliers. Finally, the paper has presented a numerical example and concluded the remarks, and outlined future research.     

Smart box-enabled product–service system for cloud logistics

Modern logistics takes significant progress and rapid developments with the prosperity of E-commerce, particularly in China. Typical challenges that logistics industry is facing now are composed by a lack of sharing, standard, cost-effective and environmental package and efficient optimisation method for logistics tasks distribution. As a result, it is difficult to implement green, sustainable logistics services. Three important technologies, Physical Internet (PI), product–service system (PSS) and cloud computing (CC), are adopted and developed to address the above issues. PI is extended to design a world-standard green recyclable smart box that is used to encapsulate goods. Smart box-enabled PSS is constructed to provide an innovative sustainable green logistics service, and high-quality packaging, as well as reduce logistics cost and environmental pollution. A real-time information-driven logistics tasks optimisation method is constructed by designing a cloud logistics platform based on CC. On this platform, a hierarchical tree-structure network for customer orders (COs) is built up to achieve the order-box matching of function. Then, a distance clustering analysis algorithm is presented to group and form the optimal clustering results for all COs, and a real-time information-driven optimisation method for logistics orders is proposed to minimise the unused volume of containers. Finally, a case study is simulated to demonstrate the efficiency and feasibility of proposed cloud logistics optimisation method.     

物流服务供应链两级合作的质量监控与协调

考虑一个物流服务集成商和提供商的两级供应链结构,建立了物流服务供应链两级合作的质量协调基本博弈模型,其中物流服务集成商可以选择质量监控和不监控,提供商可以按质量合同完成合作也可以选择欺骗,论文给出了该博弈模型的混合策略纳什均衡解.然后研究了物流服务集成商本身也存在受到惩罚可能时的多级质量协调的情况,模型进一步考虑了提供商之间的竞争情况对质量协调的影响,得出了新的纳什均衡解.上述模型分析结果表明,通过加强物流合作过程的监督与控制,减少信息不对称性,减少物流合作外包的层数,建立物流服务提供商的竞争机制,及时做好合作的回顾和评价工作等措施可以加强物流服务供应链两级合作的质量协调.     

一种基于模式的服务工作流个性化定制方法

针对业务复杂多变,用户目标逐步明确的特点,提出一种面向用户需求的动态服务工作流构建和实例化方法.首先构造服务流程模式,将业务知识和工作流相结合,作为服务工作流的知识描述,实现对业务领域知识和与之适应的服务流程的抽象和规范;基于服务流程模式,利用多层次匹配构造多粒度抽象服务组织模型,实现服务工作流的业务逻辑定制;然后,利用QoS分析进行具体服务选择,实现服务实例定制,最后通过一个应急处理示例来说明此方法的应用.     

Quality decision of the logistics service supply chain with service quality guarantee

In the logistics service supply chain (LSSC), quality supervision and coordination is an important approach that can ensure the effective operation of LSSC and obtain more customers. This paper aims to study the quality decisions of the functional logistics service provider (FLSP) and the logistics service integrator (LSI) when a service quality defect guarantee is promised by the FLSP. Assuming that customer demand is a function of the quality defect guarantee of the FLSP, the optimal quality decisions of the LSI and FLSP are presented under three typical game modes: Nash game, Stackelberg game, and centralised decision. Numerical analysis is conducted to show how the quality parameters of the customer affect the optimal quality decision-making behaviour of the LSI and FLSP. The research results indicate that, under all three game modes, the optimal quality defect guarantee of the FLSP increases as the customer punishment increases, and decreases as the elasticity of the customer demand for the quality defect guarantee increases. In addition, under all three game modes, the optimal quality supervision effort of the LSI is an increasing function of both customer punishment and elasticity of the customer demand for the quality defect guarantee.