Abstract: In order to dynamic change of customer demand quickly and enhance management efficiency of product service capacity, a queuing optimization model is established to address dynamic and nonlinear difficulties of product service demand, by using state related demand rate function and cost-benefit rate function. By considering demand change features of customer in the process of product servitilized, customers are divided into four different categories: affordable, economical, professional and quality, from two dimensions of service capacity and price. In allusion to intrinsic relationship of service capacity and price, cost dominated strategy, service capacity dominated strategy, price dominated strategy and product service capacity pricing joint strategy are established by using thequeuing optimization model respectively. Finally, with the aid of enterprise operation example of Nanyang pump industry, the superiority of the product service capacity pricing joint strategy is verified, and that the evolution path and implementation countermeasures are given.

Key words: Service management, joint strategy, queuing optimization model, service capacity, service sensitivity

摘要： 为了快速响应客户需求的动态变化和提高产品服务能力的管理效率,运用状态相关需求率函数和成本收益率函数,建立用以解决产品服务需求动态性和非线性难题的排队优化模型。通过考虑产品服务化过程中客户需求变化特征,从服务能力和价格两个维度将客户划分为实惠型、经济型、专业型和品质型四个不同类别。依据客户产品服务需求动态演变阶段,针对服务能力与价格的内在关联性,运用排队优化模型分别构建了成本领先策略、服务能力领先策略、价格领先策略和产品服务能力定价联合策略。最后,借助南阳泵业企业运营实例,验证了产品服务能力定价联合策略的优越性,并给出产品服务能力定价联合策略演化路径及其实施对策。

关键词: 服务管理, 联合策略, 排队优化模型, 服务能力, 服务敏感性