湖北经济学院学报
湖北經濟學院學報
호북경제학원학보
JOURNAL OF HUBER UNIVERSITY OF ECONOMICS
2013年
5期
94-98
,共5页
供应链视角%物流客户服务%绩效评价%德尔菲法%模糊层次分析法
供應鏈視角%物流客戶服務%績效評價%德爾菲法%模糊層次分析法
공응련시각%물류객호복무%적효평개%덕이비법%모호층차분석법
supply chain perspective%logistics customer service%performance evaluation%Delphi method%Fuzzy-AHP
随着制造和服务的全球化，企业更加关注各种因素对其所处供应链的影响。物流客户服务不仅会对其客户企业产生影响，而且会对客户企业所处供应链产生全方位的影响。因此，本文提出从供应链视角研究物流客户服务绩效评价问题，并用德尔菲法和模糊层次分析法构建了从供应链视角评价物流客户服务绩效的指标体系，得出了时间比成本和质量指标影响作用更大的结论。
隨著製造和服務的全毬化，企業更加關註各種因素對其所處供應鏈的影響。物流客戶服務不僅會對其客戶企業產生影響，而且會對客戶企業所處供應鏈產生全方位的影響。因此，本文提齣從供應鏈視角研究物流客戶服務績效評價問題，併用德爾菲法和模糊層次分析法構建瞭從供應鏈視角評價物流客戶服務績效的指標體繫，得齣瞭時間比成本和質量指標影響作用更大的結論。
수착제조화복무적전구화，기업경가관주각충인소대기소처공응련적영향。물류객호복무불부회대기객호기업산생영향，이차회대객호기업소처공응련산생전방위적영향。인차，본문제출종공응련시각연구물류객호복무적효평개문제，병용덕이비법화모호층차분석법구건료종공응련시각평개물류객호복무적효적지표체계，득출료시간비성본화질량지표영향작용경대적결론。
With the globalization of manufacturing and service, enterprises pay more attention to the effects of various fac-tors in the supply chain. Logistics customer service level will not only affect the enterprise, but also to the customer in over-all the supply chain. Therefore, this paper proposes from perspectives of supply chain logistics customer service performance evaluation. By applying Delphi method and the fuzzy analytic hierarchy, we construct the performance evaluation index system of logistics customer service based on supply chain perspective, and conclude that the influence of time index on the perfor-mance evaluation of logistics customer service under supply chain perspective is greater than cost and quality index.
