竞争情形下服务商质量保证策略研究

doi:10.12005/orms.2021.0129

运筹与管理 ›› 2021, Vol. 30 ›› Issue (4): 190-195.DOI: 10.12005/orms.2021.0129

竞争情形下服务商质量保证策略研究

王文隆¹, 任倩楠², 张涑贤²

1.西北农林科技大学经济管理学院,陕西杨凌 712100;
2.西安建筑科技大学管理学院,陕西西安 710055

收稿日期:2019-02-25 出版日期:2021-04-25
作者简介:王文隆(1986-),男,陕西宝鸡人,副教授,博士,研究方向:运营管理;任倩楠(1994-),女,陕西渭南人,硕士研究生,研究方向:服务运营管理;张涑贤(1971-),女,山西闻喜人,教授,博士,研究方向:服务质量管理。
基金资助:
国家自然科学基金重点项目(71933005);陕西省教育厅哲学社会科学重点研究基地科研计划项目(20JZ064);教育部人文社会科学研究西部和边疆项目(19XJC630012);陕西省自然科学基础研究计划青年项目(2021JQ-518)

Quality Guarantee Strategy of Service Providers under Competitive Situation

WANG Wen-long¹, REN Qian-nan², ZHANG Su-xian²

1. School of Economics and Management, Northwest A&F University, Yangling 712100, China;
2. School of Management, Xi’an University of Architecture and Technology, Xi’an 710055, China

Received:2019-02-25 Online:2021-04-25

摘要/Abstract

摘要： 质量保证策略是服务商获取竞争力的重要手段之一。本文在考虑服务商及其竞争对手的质量承诺水平和质量承诺补偿对其服务需求影响的基础上,构建了质量承诺水平、质量承诺补偿、质量承诺水平和质量承诺补偿三种竞争情形下的博弈模型,并系统分析了不同模型下的质量保证策略。研究发现:一旦有服务商提高质量承诺水平或质量承诺补偿,在质量承诺水平竞争模型下,其他服务商可适当地降低质量承诺水平,而在质量承诺补偿竞争模型下,其他服务商会同时提高质量承诺补偿。此外,在质量承诺水平和质量承诺补偿竞争模型下,若质量承诺水平的成本系数满足一定条件,各个服务商之间会存在纳什均衡。本文对服务市场竞争情形下服务商质量保证策略的制定具有一定的实践意义。

关键词: 质量承诺, 补偿, 竞争策略, 均衡决策

Abstract: Quality guarantee strategy is one of important means to gain competitiveness for service providers. Based on the impact of quality guarantee and compensation of service provider and its competitors on service demand, this paper constructs a game model based on three competition types: quality guarantee level, quality guarantee compensation, quality guarantee level and quality guarantee compensation. And it systematically analyzes quality guarantee strategies under different competition models. The study finds that once service providers improve their quality guarantee level or compensation under the quality guarantee level competition model, other service providers can appropriately reduce the quality guarantee level; and under the quality guarantee compensation competition model other service providers choose to improve their quality guarantee compensation. In addition, under the quality guarantee level and quality guarantee compensation competition model, as long as the cost coefficient of the quality guarantee level meets certain conditions, there can be Nash equilibrium among providers. This paper has practical significance for the formulation of quality guarantee strategies for service providers in the service market competition.

Key words: quality guarantee, compensating, competitive strategy, equilibrium decisions

中图分类号:

F272
C934

王文隆, 任倩楠, 张涑贤. 竞争情形下服务商质量保证策略研究[J]. 运筹与管理, 2021, 30(4): 190-195.

WANG Wen-long, REN Qian-nan, ZHANG Su-xian. Quality Guarantee Strategy of Service Providers under Competitive Situation[J]. Operations Research and Management Science, 2021, 30(4): 190-195.

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竞争情形下服务商质量保证策略研究

Quality Guarantee Strategy of Service Providers under Competitive Situation

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