快递企业服务质量可靠性评价初探

文章在提出快递企业服务质量可靠性定义的基础上,运用可靠性理论建立快递服务可靠性评价体系,并从系统效能角度分析快递企业服务质量可靠性,为消费者和快递企业决策提供指导性建议。     

河南省快递企业服务质量评析及提升途径研究

提高快递企业服务质量,对促进河南省物流发展和中原经济区建设具有一定现实意义。通过快递服务质量评价体系的建立,对河南省十三家重点快递企业的服务质量进行实测评价,发现河南省快递企业的可靠性最高,安全性和有形性较差,进一步有针对性地提出提升河南省快递服务质量的途径。     

河南省快递企业服务质量评析及提升途径研究

提高快递企业服务质量,对促进河南省物流发展和中原经济区建设具有一定现实意义.通过快递服务质量评价体系的建立,对河南省十三家重点快递企业的服务质量进行实测评价,发现河南省快递企业的可靠性最高,安全性和有形性较差,进一步有针对性地提出提升河南省快递服务质量的途径.     

基于GA-BP神经网络的第三方物流企业客户服务质量评价研究

在今天激烈的市场竞争环境下,客户服务质量是第三方物流企业生存的基础,而对客户服务质量的准确评价,是企业建立合适的服务质量体系、提高客户服务质量的基础.选取以客户为导向的第三方物流企业客户服务质量评价指标,采用具有高度的非线性映射的GA-BP神经网络对第三方物流企业客户服务质量进行评价,实验结果表明使用该方法能准确评价第三方物流企业客户服务质量.     

建立实施企业标准体系，全面提升旅游企业核心竞争力

建立和实施企业标准体系,是旅游企业对旅游服务全过程实施科学管理、提高服务质量水平的有效手段。文章全面分析了建立企业标准体系对提升旅游企业核心竞争力的重要作用,并系统论述了旅游企业要想建立完善的企业标准体系应在企业组织机构、人员配置、管理理念和方法等方面必备的要素。     

基于FCE的快递服务质量评价及改进策略

随着电子商务的发展和完善,网上购物备受居民青睐,给我国快递企业带来了巨大的发展机遇,但目前快递服务质量令人堪忧。因此有必要建立起快递企业服务质量的评价体系。文章采用了运用模糊综合评价模型,建立了服务质量评价指标体系,以申通快递为例,进行了快递服务质量评价,并提出了相应的改进策略。     

国内外物流服务质量评价相关研究评述

整理并综合了国内外有关物流服务质量的概念和其评价体系的研究状况．提出建议：在探索建立我国物流企业服务质量评价体系时，应从综合视角出发，同时关注物流服务结果和过程，且针对运输型、仓储型和综合服务型3类型物流企业建立相应的各项指标。     

基于顾客满意的第三方物流服务质量评价体系

服务质量关乎企业的成败,而服务质量体系的不完善会影响第三方物流进行有效的服务质量考核．无法有效提升企业的整体竞争力。从服务质量理念研究影响我国第三方物流服务质量顾客满意的主要因素．以此来构建第三方物流企业服务质量体系,为第三方物流企业改进服务水平提供有效的依据。     

基于ANP的我国快递企业服务质量评估体系构建

运用网络层级分析法(ANP)并参考PZB的SERVQUAL量表,识别出快递企业服务质量的评估指标,构建了我国快递企业服务质量评估体系,并根据各指标对评估体系的影响程度,探讨提升服务质量的有效途径。     

G1法在供电企业服务绩效评价中的运用探究

绩效服务评价是供电企业为了保证服务质量和服务水平,制定的一项专业的评价体系,可以对供电企业的工作人员进行有效的监督和约束。在供电企业中,服务绩效评价指标体系的建立,需要供电企业从服务过程中和顾客的接触点入手,依据供电企业服务质量指标的构建原则进行。为了保证服务绩效评价指标体系的有效性,供电企业可以应用G1法对指标体系进行计算。     

The use of coercive influence strategies by dominant suppliers

This paper examines a range of coercive strategies used by dominant suppliers in both gas and electricity utility markets serving the Netherlands. The conditions are explored under which specific influence strategies are utilized. A dyadic-based interview approach generated several new insights. Contrary to prevailing views in the literature, our study indicates that dominant suppliers are not concerned about the negative effects of coercive strategies. We observe that dominant suppliers use a succession of influence strategies, which they consider effective in achieving compliance and cooperation from buyers. Dominant suppliers only recognize compliance or non-compliance of buyers to the use of coercive influence strategies, whereas buyers emphasize that they also show partial and delayed compliance. Recommendations for buyers and suppliers and suggestions for further research are provided.     

Real Asset Valuation under Imperfect Competition: Can We Forget About Market Fundamentals?

Real assets are usually valued by computing the stream of profits they can bring to a price‐taking firm in a liquid market. This method ignores market fundamentals by assuming that all the relevant information is included in the spot price. Our article analyses the bias resulting from such an approach when the market is imperfectly competitive. We propose a stylised two‐period model of the natural gas market with no uncertainty, focusing on strategic interactions between two types of oligopolistic players—pure traders and suppliers with downstream customers—who have access to storage. We show that the true value of storage capacity is not the same for traders and for suppliers. Comparing the latter value with the traditional price‐taking valuation reveals a systematic bias that tends to induce underinvestment.     

Internal and external suppliers in manufacturing networks—An empirical analysis

The purpose of the paper is to explore the way manufacturing firms use internal and external suppliers in the design and management of manufacturing networks. The main area of interest is to explore the similarities and differences between internal and external suppliers, with respect to their roles and the reasons for choosing a certain type of supplier. We base our analysis on data from 104 Swedish manufacturing plants and their corresponding manufacturing networks of internal and external suppliers. The results of the study show that there are significant differences between the criteria that are influential in choosing a certain type of supplier. The choice of an internal supplier is largely based on a single corporate decision, while an external supplier has to perform well on a number of criteria (primarily quality, cost, and delivery dependability). When comparing the selection criteria with competitive priorities and plant performance, we find that the criteria for selecting external suppliers has a better match than those for selecting internal suppliers. The sample contained plants having only external suppliers as well as plants having both internal and external suppliers, but the selection criteria for external suppliers are the same for both groups and not dependent upon the presence or absence of internal suppliers.     

考虑财务影响因素的关键零部件供应商评价研究

在激烈的市场竞争条件下,企业选择供应商再也不是简单的对比价格和质量。慎重选择关键零部件的供应商可以使企业保持持续的竞争优势,与供应商一起在市场中共赢。企业如果对供应商有财务影响,可以促进双方信息互通、共担风险。因此建立的指标体系突出了财务影响因素,然后用层次分析法结合群组决策特征根法来建立选择模型,选择出的供应商可以与企业建立战略联盟、共同发展。     

Supplier qualification for high-value goods and services in Nigeria: a comparison of qualified and non-qualified suppliers

This study set out to understand the capabilities of suppliers of high-value products and services in Nigeria. Supplier capability data were collected from almost 500 potential suppliers across 28 product categories. The findings indicate that only a small minority of potential suppliers achieved the required levels of performance and that very few companies have suitable operational capabilities or corporate citizenship behaviour. Furthermore, significant differences were found between service suppliers and product suppliers with regard to performance. The findings suggest that the majority of suppliers of products and services in Nigeria need to improve their operational capabilities and corporate citizenship behaviours, or else risk losing their ability to compete in a changing market place with new barriers to entry.     

供应商与制造商在订单分配方面的博弈行为

对于两类不同质供应商与单制造商组成的供应链在订单分配方面的博弈行为,通过综合考虑部件价格、质量、交货期等构造订单质量指标,建立制造商和两类供应商的斯塔克尔伯格效用模型。模型显示,当两类供应商送交的订单质量相等时,制造商的效用可以达到最大;同时两类供应商对订单数量的需求均受到竞争对手对订单偏好的影响,由此可能导致供应商出现虚报自身信息的情况。制造商引入惩罚机制,并通过对惩罚进行适当限制,可实现让供应商实报私人信息的目标。     

‘Sweet deals’: State-owned enterprises,corruption and repeated contracts in public procurement

We show how a price analysis of stable relations between customer and supplier in the public procurement of homogeneous goods can help differentiate opportunistic from honest behaviour among economic agents. We consider two types of stable relations: repeated procurements and connections based on the state ownership of suppliers. On the basis of a large dataset on the procurement of granulated sugar in Russia from 2011 to 2013, we find that for private suppliers, prices of repeated contracts were lower compared to one-time deals when procured through more transparent procedures and higher when procured through non-transparent procedures. For non-transparent procedures, we observe significant overpricing of contracts with state-owned suppliers compared to private suppliers, especially in the case of repeated contracts, whereas for competitive e-auctions, there is only a small difference between the contract prices of state-owned suppliers and private suppliers.     

Greening the Supply Chain: When Is Customer Pressure Effective?

Suppliers face increasing pressure from their customers to improve their environmental performance. When firms downstream in the supply chain seek to achieve such improvements themselves, they frequently request that their suppliers adopt greener practices. This paper investigates the rationale for suppliers to comply with or resist the mandate of their customers to adopt the international environmental management standard ISO 14001 in the North American automotive industry. We argue that the effectiveness of such a mandate will vary according to the characteristics of the relationship between suppliers and customers. We contrast and test hypotheses based on both transaction cost and information theories to suggest that suppliers, whether in a dependent or distant relationship with their customers, have incentives to comply with the requests of their customers but through different mechanisms. Our study analyzed the characteristics of 3,152 automotive suppliers located in the United States, Canada, and Mexico over the 2000–2003 period. Findings indicate that suppliers with highly specialized assets, as well as younger suppliers, suppliers headquartered in Japan, and those reporting to the Toxic Release Inventory, are more likely to respond to their customers' pressures to adopt the certified management standard ISO 14001.     

军工企业型号物资供应商管理策略研究

结合航天一院物流中心的供应商管理实践,分析型号物资供应特点,介绍了4种军工企业型号物资供应商管理策略,包括建立供应商名录、建立供应商评价体系、实施分级分层管理、设立关键供应商管理,最后提出未来军工企业供应商管理思路——基于供应链模式下的供应商管理。作者对于促进型号物资供应工作的发展具有指导意义,为我国军工企业供应商管理模式提供一个参考。     

油气企业供应商管理存在的问题与建议——以CS公司为例

伴随着供应链管理的应用与发展,越来越多的企业认识到必须充分利用内外资源保持自身的竞争实力。作为重要的外部资源,供应商管理关系到企业成本与收益的平衡,而要做好供应端的成本管理首先要做好供应商的选择和优化。针对CS公司的供应商管理现状及存在的问题,探索适应企业的可操作性强的对策,以期为我国大型油气企业的供应商管理实践提供一定的参考。