第三方物流客户服务绩效的灰色模糊综合评价模型

根据评价第三方物流客户服务绩效的KPI指标体系,考虑到评价过程中信息的不完全性以及评判者思维模糊性的特点,将综合评价中传统的信息集结算子推广到更一般的三角模运算上,以此建立了基于三角模算子的第三方物流客户服务绩效的灰色模糊综合评判模型。作为综合评价中传统信息集结算子的推广,该模型具有更广泛的适用范围。     

制造企业产品质量问题的信号博弈模型

基于制造企业产品质量信息不对称的特点,以制造企业和客户作为博弈方,以客户服务水平作为产品质量信号,建立信号博弈模型,分析信号博弈的三种贝叶斯均衡及其条件,得出了信息不对称情况下制造企业和客户的应对策略.     

制造企业产品质量问题的信号博弈模型北大核心

基于制造企业产品质量信息不对称的特点,以制造企业和客户作为博弈方,以客户服务水平作为产品质量信号,建立信号博弈模型,分析信号博弈的三种贝叶斯均衡及其条件,得出了信息不对称情况下制造企业和客户的应对策略.     

考虑客户风险偏好的4PL路径问题研究

以往关于第四方物流(4PL)路径问题的研究对客户的风险偏好考虑较少.考虑了客户的风险偏好,采用前景理论中的价值函数衡量客户对配送成本和配送工期的风险态度,建立最大化客户心理评价效用的数学模型.根据物流网络路径优化的问题特点,设计了嵌入Dijkstra算法的自适应遗传算法对问题进行求解,设计多个不同规模的数值算例,在仿真实验的基础上说明了建立模型和算法的可行性和有效性.研究从行为对决策结果影响的视角为第四方物流路径优化问题的解决提供了一套新的决策模型和优化方法.     

基于AHP-模糊综合评价的农村电商物流服务质量评价研究

基于SERVQUAL模型和LSQ模型的评价理念,以农村电商物流服务为研究对象,结合农村电商物流服务的特点和影响因素,从服务便利性、服务可靠性、配送及时性、客户关怀性、服务经济性、安全保障性6个维度选取23个具体指标,构建农村电商物流服务质量评价体系,采用层次分析法确定评价指标的权重,运用模糊综合评价法建立农村电商物流服务质量评价模型,并对珠海市农村电商物流服务质量进行实证评价研究.研究表明,目前珠海市农村电商物流服务质量评价结果为良好,正处于评价等级由"良"向"优"过渡的重要时期.     

基于客户信用度的物流配送车辆路径问题研究

针对当前城市物流配送过程中普遍存在的客户中途取消订单、无故退换货等交易违约问题,引入客户信用度的测度方法。根据客户历史交易违约数据计算客户信用值,并转化求解客户信用度,构建了包含车辆配送成本、租赁成本以及违反时间窗惩罚成本的配送路径优化模型。设计了一种遗传(GA)-禁忌搜索(TS)混合算法进行模型求解,在算法过程中应用精英保留策略进行循环迭代寻优。结合重庆某外卖物流配送网络的实例数据,验证了模型和算法的有效性和可行性。实验结果给出了不同服务策略下的物流配送调度方案,并进行了基于客户信用度的客户配送服务序列调整比较和敏感度分析。研究表明客户信用等级的合理划分可以有效降低物流配送成本和提高客户服务水平。     

带模糊时间窗的配送问题多目标优化研究

针对配送多目标优化问题,综合考虑车辆使用数、运输总里程和客户服务水平,基于双层规划的思想,解决了车辆数函数和运输里程函数的区间伸缩指标问题,并引入客户不满意度的模糊隶属度函数来描述配送服务水平。通过去量纲将三个优化目标转化为总目标函数的功效函数,并运用模糊层次分析法对三个函数分配权重,建立以车辆使用数最少、运输总里程最小、客户不满意度最低的标量化多目标模型,并运用模拟退火算法验证了模型的合理性和普适性。     

基于Vague集的第三方物流客户满意度评价方法研究

首先分析了已有研究中对第三方物流客户满意的评价指标体系,接着将Vague集评价思想引入到该领域中,借助偏差函数确定各个指标的权重,通过正负理想解的定义,确定待评价对象与正负理想解之间的距离,最后借助指标函数的定义得到了各个方案的评价值.研究成果对物流企业改善服务,提高市场竞争力具有一定的促进作用.     

基于博弈论指标综合赋权的物流服务绩效评价

提高企业竞争力,扩大客户群体,满足不同客户多样化的物流服务需求,提供更快、更好、更低价的物流服务是物流服务提供商生存和发展面临的主要问题.以物流企业的服务绩效提升为研究目标,建立了物流服务绩效评价体系.通过层次分析法和熵权法确定各指标的初始权重,再借助合作博弈中利润分配的思想进行权重组合,进而得到最优权重组合.基于五家物流企业的数据分析得到:物流企业的销售额、成本、服务态度、售后服务质量等指标对物流服务绩效有着较大的影响.研究成果一方面对指标权重组合研究有一定的促进作用,另一方面对物流企业提升服务绩效有一定的借鉴意义.     

珠江-西江经济带物流经济空间联系研究

物流与经济发展相辅相成,在珠江-西江经济带一体化发展的背景下,本文研究其区内的11个城市的物流经济空间联系特征及组织模式.首先,本文构建城市物流经济发展水平评价指标体系,对城市物流经济发展水平进行评价,得出珠江-西江经济带的城市物流经济发展水平综合得分;其次,计算交通通达指数,通过引力模型公式计算出珠江-西江经济带物流...     

A hybrid fuzzy-optimization approach to customer grouping-based logistics distribution operations

This paper presents an integrated fuzzy-optimization customer grouping based logistics distribution methodology for quickly responding to a variety of customer demands. The proposed methodology involves three main mechanisms: (1) pre-route customer classification using fuzzy clustering techniques, (2) determination of customer group-based delivery service priority and (3) en-route goods delivery using multi-objective optimization programming methods. In the process of pre-route customer classification, the proposed method groups customers’ orders primarily based on the multiple attributes of customer demands, rather than by static geographic attributes, which are mainly considered in classical vehicle routing algorithms. Numerical studies including a real-world application are conducted to illustrate the applicability of the proposed method and its potential advantages over existing operational strategies. Using the proposed method, it is shown that the overall performance of a logistics distribution system can be improved by more than 20%, according to the numerical results from the case studied.     

基于供应链群体决策的物流服务集成商评估选择研究

物流服务的集成已经成为供应链之间进行竞争的主要优势来源之一,因此评估选择出使供应链上所有企业都感到满意的物流服务集成商至关重要.为此首先描述了物流服务集成的群体决策流程,随后建立了物流服务集成商的评估指标体系,从整条供应链的角度构建了基于层次分析法和多目标规划模型的群体决策方法,最后通过实例说明了利用该方法进行评估选择的具体过程.     

A multiblock PLS‐based algorithm applied to a causal model in marketing

A modern approach to logistics allows it to be understood and used for its capacity to generate value, because value is managerially important as a strategic objective for any firm. In the present work a particular view of this approach is offered by providing a structural model where logistics service quality and sacrifices contribute to the formation of logistics value, but where service quality is also an important determinant of satisfaction. This combined approach, tested with multiblock partial least‐sqaures path modelling, in the particular setting of a business‐to‐business encounter, provides empirical support for a chain of effects between service quality–logistics value–satisfaction–loyalty without underestimating the important effect of service quality on satisfaction and satisfaction on loyalty in industrial settings. This proposed conceptual model of the relationship between customer loyalty and the various contributing factors to that loyalty is the main contribution in this paper. Copyright © 2012 John Wiley & Sons, Ltd.     

基于FEAHP法和模糊理想点法的B2R低碳物流决策方法

在对B2R低碳物流服务商选择决策过程中,构建低碳经济发展下的评价指标体系,建立模糊拓展层次分析法(FEAHP)模型对计算各个指标权重,然后根据模糊理想点法(FTOPSIS)的思想,获得各备择方案与理想解的靠近程度对B2R低碳物流服务商进行排序,选择出最佳的合作伙伴。最后,通过算例证明FEAHP和FTOPSIS具有可靠性和实用性。     

Index Heuristics for Multiclass M/G/1 Systems with Nonpreemptive Service and Convex Holding Costs

We consider the optimal service control of a multiclass M/G/1 queueing system in which customers are served nonpreemptively and the system cost rate is additive across classes and increasing convex in the numbers present in each class. Following Whittle's approach to a class of restless bandit problems, we develop a Langrangian relaxation of the service control problem which serves to motivate the development of a class of index heuristics. The index for a particular customer class is characterised as a fair charge for service of that class. The paper develops these indices and reports an extensive numerical investigation which exhibits strong performance of the index heuristics for both discounted and average costs.     

带退货和软时间窗的多仓库选址-路径问题研究

选址-路径问题(location routing problems, LRP)是集成物流网络研究中的难题,也是任何一个大型物流配送企业必须面对的管理决策问题。本文在仓库容量约束和车辆容量约束的基础上,结合送取货一体化的配送模式和客户服务时间要求,建立了带退货和软时间窗的多仓库选址-路径(MDLRP)数学模型。针对MDLRP问题求解的复杂性,引入局部搜索算法和重组策略,设计了自适应混合遗传算法,对模型进行整体求解。最后进行数值实验,表明本文提出的模型和改进算法具有实用性和优越性,可为选址和车辆运输决策提供重要参考依据。     

On the BMAP/G/1 G-queues with second optional service and multiple vacations

This paper deals with an BMAP/G/1 G-queues with second optional service and multiple vacations. Arrivals of positive customers and negative customers follow a batch Markovian arrival process (BMAP) and Markovian arrival process (MAP), respectively. After completion of the essential service of a customer, it may go for a second phase of service. The arrival of a negative customer removes the customer being in service. The server leaves for a vacation as soon as the system empties and is allowed to take repeated (multiple) vacations. By using the supplementary variables method and the censoring technique, we obtain the queue length distributions. We obtain the mean of the busy period based on the renewal theory.     

Analysis of the M1,M2/G/1 G-queueing system with retrial customers

We consider a single server retrial queue with waiting places in service area and three classes of customers subject to the server breakdowns and repairs. When the server is unavailable, the arriving class-1 customer is queued in the priority queue with infinite capacity whereas class-2 customer enters the retrial group. The class-3 customers which are also called negative customers do not receive service. If the server is found serving a customer, the arriving class-3 customer breaks the server down and simultaneously deletes the customer under service. The failed server is sent to repair immediately and after repair it is assumed as good as new. We study the ergodicity of the embedded Markov chains and their stationary distributions. We obtain the steady-state solutions for both queueing measures and reliability quantities. Moreover, we investigate the stochastic decomposition law, the busy period of the system and the virtual waiting times. Finally, an application to cellular mobile networks is provided and the effects of various parameters on the system performance are analyzed numerically.