Abstract: The current research on the service supply chain is still limited by the traditional product supply chain research framework. Research on the characteristics of service is the key topic of service supply chain management. Based on the unique characteristics that service supply chain is customer-oriented, the relationships among a service provider, an integrator and customers are analyzed firstly. A customer queuing service supply chain model is established secondly. Decision problems under centralized and decentralized service supply chain are explored thirdly. Results indicate that through choosing reasonable cost sharing coefficient and formulating cost sharing contract a service provider and a service integrator are able to achieve the Pareto optimal under decentralized service supply chain. The results of this study have certain significance for developing and deepening the service supply chain research.

Key words: customer queuing, cost sharing contract, optimization, service supply chain coordination

摘要： 现阶段对于服务供应链的研究仍受限于传统产品供应链的研究框架,专门针对服务特性的供应链研究是该领域的核心议题。基于服务供应链面向顾客的独有特性,首先分析了服务供应链中服务提供商、集成商与顾客之间的服务关系,然后构建了基于顾客排队的服务供应链模型,其次探讨了集中式和分散式服务供应链下双方的决策问题。研究结果表明,服务提供商、服务集成商通过选择合理的成本共担系数,制定相应的成本共担契约,是协调分散式服务供应链、实现帕累托最优的最佳策略。研究结论对于开拓和深化服务供应链研究具有一定的启示意义。

关键词: 顾客排队, 成本共担契约, 最优化, 服务供应链协调