基于服务外包的汽保售后服务商逆向物流协同及实证研究  

On Reverse Logistics Collaboration of Auto Maintenance After-sale Service Supplier Based on Service Outsourcing & Empirical Study

作　　者：郝皓[1] 邬星根[1] 唐国春[1] 

机构地区：[1]上海第二工业大学经济管理学院,上海201209

出　　处：《重庆师范大学学报（自然科学版）》2013年第5期11-17,共7页Journal of Chongqing Normal University:Natural Science

基　　金：国家自然科学基金(No.70731160015)

摘　　要：近年来,随着汽保产品生产企业广泛地将售后服务外包给外部服务商,许多企业在售后服务外包之后遭遇到了诸多与外包服务商之间逆向物流协同的问题。尝试性地对基于服务外包的汽保售后逆向物流协同进行了定义,并认为双方协同运作的过程决非只有外包服务商单方面的努力配合,而更是生产企业与服务供应商双向的紧密联动,这一协同包括了4方面的要素。在此基础上,提出售后逆向物流的外包服务商协同模式。该模式的主要构成因素有:信息实时共享、联合反向预测与补货、回流及决策同步化、协同激励、售后逆向物流外包整合流程、基于时间窗的售后逆向物流外包协同绩效系统。接着,进一步就协同模式提出了外包服务商协同对绩效影响的假设,对假设进行了回归验证并识别出供应商协同3个核心要素的协同变量。最后,由实证研究分析和访谈调研结果证明,服务外包只有建立在合作双方有效协同的基础上,才可能有更长远的成功。In recent years, with auto repair and maintenance industry extensively outsourcing after sale service to external service supplier, the auto maintenance manufacturing companies always have a lot of questions with outsourcing companies on reverse logis- tics collaboration. This article strive to initiate the definition of collaboration on auto maintenance after sale reverse logistics based on service outsourcing, and suggest not only external service supplies effort but also manufacturers integrating with service suppliers need to process during the whole period of collaboration. The collaboration incorporates four factors. Based on these, this article bring forwards the collaborative model between after-sale reverse logistics and service outsourcing suppliers, composed of some ma- jor factors. ＂/＇hey are timely share of information, cooperative reverse prediction and replenishment, backflow and decision synchro- nization, synergy incentive, overall process of after-sale reverse logistics and timely based after-sale reverse logistics collaborative system. Particularly, timely share of information, synergy incentive and backflow as well as decision synchronization, they are core factors. Then, for collaborative model, our research gives a hypothesis on the effect of results with service outsourcing companies＇ collaboration. Also, we confirm and recognize the suppliers＇ variable quantities of three core factors through questionnaire and statis- tical analysis for assumptions. Eventually, the survey and empirical analysis prove the long run success only result from the mutual collaboration with high efficiency.

关 键 词：服务外包 协同 逆向物流 

分 类 号：U11[交通运输工程] O223[理学—运筹学与控制论]