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Distributed service chain service quality incentive mechanism

Author: WeiDongJuan
Tutor: DengShiMing
School: Huazhong University of Science and Technology
Course: Logistics Engineering
Keywords: Distributed service chain Incentives Quality of service Customer Satisfaction
CLC: F273.2
Type: Master's thesis
Year: 2011
Downloads: 27
Quote: 0
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Abstract


Service Supply Chain supply chain management has become an important area of ??research . Our research on distributed service chain originated in the emergence of network service providers . In order to reduce capital investment and reduce management complexity, these network service providers are usually the execution or delivery of the service outsourcing to local agents or shop, and they belong to different stakeholders . This distributed architecture in the business rapidly expanding company is commonplace . Service distinguishes physical products has led to the different characteristics of service quality is difficult to directly monitor . This problem in the service provided by other companies in the chain of distributed services seem more serious. Therefore, how to ensure the chain in a distributed service level of service quality has become a major concern brands . Through incentives such as customer satisfaction to monitor the quality of service is an effective measure. This study will be added to customer satisfaction as a motivational factors that can increase brand service providers expected revenue . We studied a distributed service -service chain, including Internet service providers ( brands ) , local service providers and customers. Brands based on local service providers to maximize their expected utility maximization under the premise of its expected revenue . We constructed a single- stage incentives, and whether the introduction of customer satisfaction derived factor as an incentive equilibrium solution . By comparison, we have come to the introduction of brand satisfaction conditions as motivators and brands obtained incremental revenue and measurement error , service costs and the relationship between risk attitudes . In addition, we studied the innovative brands in the financial bottom line does not affect the case of the introduction of brands and customer satisfaction as the conditions for the allocation of incentive incentive intensity guiding principles . Finally, we will expand to a two-stage model of the situation , considering the failure of the service providers to give customers the brand claims when incentives. Incentive for single phase model results gave validation and expansion.

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