考虑赔偿成本和投诉行为的物流服务提供商质量改进策略研究  

Research on Quality Improvement Strategy of Logistics Service Provider Considering Compensation Cost and Complaint Behavior

作　　者：刘德智[1] 薛林彩 王小溪 段庆 LIU Dezhi;XUE Lincai;WANG Xiaoxi;DUAN Qing(School of Economics and Management,Chang’an University,Xian 710064,China)

机构地区：[1]长安大学经济与管理学院,西安710064

出　　处：《武汉理工大学学报（交通科学与工程版）》2022年第2期377-382,共6页Journal of Wuhan University of Technology（Transportation Science & Engineering）

基　　金：国家社会科学重点项目(20AJY015);陕西省社会科学基金(2019S027);中央高校基本科研业务费专项资金(2323180001)。

摘　　要：系统地分析了网络货运经营者和实际承运人组成的二级物流服务供应链的质量改进策略问题.考虑赔偿成本和投诉比例,在竞争和合作决策下,建立了网络货运经营者和实际承运人的效用函数,通过对模型的求解、分析发现:赔偿成本分担和投诉行为都可以提升物流服务质量,赔偿成本分担只有在竞争决策下可以提升物流服务质量;投诉比例的高低会影响决策方式的选择.The quality improvement strategy of the secondary logistics service supply chain composed of network freight operators and actual carriers was systematically analyzed.Considering the compensation cost and the proportion of complaints,under the decision of competition and cooperation,the utility functions of network freight operators and actual carriers were established.Through solving and analyzing the model,it is found that both compensation cost sharing and complaint behavior can improve logistics service quality,and compensation cost sharing can only improve logistics service quality under competitive decision-making.The proportion of complaints will affect the choice of decision-making methods.

关 键 词：网络货运经营者 物流服务质量 赔偿成本分担 投诉行为 

分 类 号：C931[经济管理—管理学]