Quality Defect Compensation Analysis Based on Service Quality Guarantees Policy

doi:10.12005/orms.2018.0133

Abstract

Abstract: With increasingly fierce competition, service providers adopt quality guarantee policy as a competitive tool to attract consumers. However, existing studies ignore the systematic analysis of the quality defect compensation under the policy, which is the main research topic of this article. Firstly, the optimal quality defect compensation is analyzed when the service price is exogenous. Secondly, the impact of endogenous price and service supply on optimal decision is made respectively. Thirdly, the combined influence of endogenous price and service supply is explored through numerical analysis. This article extends the research of service quality, which is meaningful for service-oriented enterprises to develop quality defect compensation.

Key words: service supply, optimal quality defect compensation, optimization, service quality guarantees policy

摘要： 随着竞争的日趋激烈,越来越多的服务商采用质量保证策略作为竞争手段以吸引顾客,然而现有研究缺乏对该策略下的质量缺陷补偿问题的深入分析。鉴于此,本文系统地分析了质量保证策略下服务商的质量缺陷补偿问题:首先分析了当服务价格外生时,服务商的最优质量缺陷补偿决策;然后分别探讨在服务价格内生变化和服务供给变动的影响下,服务商的最优质量缺陷补偿;最后,通过数值分析,探寻在服务价格和服务供给的双重变动影响下,服务商的最优质量缺陷补偿。本文拓展了服务质量的研究,对于指导服务型企业如何制定质量缺陷补偿具有较强的实践启示意义。

关键词: 服务供给, 最优质量缺陷补偿, 最优化, 质量保证策略

CLC Number:

F274

WANG Wen-long, LIU Xin-mei. Quality Defect Compensation Analysis Based on Service Quality Guarantees Policy[J]. Operations Research and Management Science, 2018, 27(6): 46-54.

王文隆, 刘新梅. 质量保证策略下服务商的质量缺陷补偿决策分析[J]. 运筹与管理, 2018, 27(6): 46-54.

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