管理学报
管理學報
관이학보
CHINESE JOURNAL OF MANAGEMENT
2010年
2期
248-253
,共6页
服务差错%补救策略%成本控制%最优化模型
服務差錯%補救策略%成本控製%最優化模型
복무차착%보구책략%성본공제%최우화모형
service failure%recovery strategy%cost control%optimization model
着眼于企业成本控制,关注企业最优补救策略的决策机制设计.首先,基于顾客价值感知,将服务差错和服务补救系统进行了概念化建模;在此基础上以过程补救投入、结果补救投入和补救时机为决策变量,建立起企业服务补救决策的数学最优化模型;利用该模型,企业可以在满足顾客基本补救需求的约束条件下,制定出成本最优的补救策略.
著眼于企業成本控製,關註企業最優補救策略的決策機製設計.首先,基于顧客價值感知,將服務差錯和服務補救繫統進行瞭概唸化建模;在此基礎上以過程補救投入、結果補救投入和補救時機為決策變量,建立起企業服務補救決策的數學最優化模型;利用該模型,企業可以在滿足顧客基本補救需求的約束條件下,製定齣成本最優的補救策略.
착안우기업성본공제,관주기업최우보구책략적결책궤제설계.수선,기우고객개치감지,장복무차착화복무보구계통진행료개념화건모;재차기출상이과정보구투입、결과보구투입화보구시궤위결책변량,건립기기업복무보구결책적수학최우화모형;이용해모형,기업가이재만족고객기본보구수구적약속조건하,제정출성본최우적보구책략.
This study focused on the decision mechanism design of corporate optimal recovery strategies based on corporate cost control. First, it proposes a conceptual framework of service failure and service recovery system based on customer value perception. Then it constructs an optimization model of corporate service recovery decision with the variables of procedure recovery input, result recovery input, and recovery time. Under the condition of satisfying the basic recovery demand of customers, corporate can design the cost-optimized recovery strategy with this model.
