考虑损失厌恶的物流服务供应链质量承诺决策分析

在物流服务供应链系统中，服务质量承诺能够有效降低客户的感知风险，是物流服务顺利交付的重要保证。本文考虑了客户的损失厌恶这种心理机制，以物流服务供应链整体效用最大化为目标构建集成商的质量承诺决策模型，并分析了质量监控成本、质量补偿成本、客户感知质量均值、客户收益敏感度以及客户损失厌恶程度对最优的质量承诺的影响。分析结果表明，集成商在考虑客户损失厌恶偏好情景下的质量承诺水平要高于仅考虑质量成本的情景。同时，客户损失厌恶程度和收益敏感度对质量承诺决策产生积极的作用，其中客户收益敏感度影响更大。

Quality Decision-making Model Analysis of Loss Aversion under Logistic Services Supply Chain

Service quality guarantee plays an important part in the logistics service supply chain , which helps reduce customers’ per-ceived risk and ensures a smooth delivery of service product . This paper considers the loss aversion of customers , and builds the decision-making model of quality guarantee in the goal of maximizing the effectiveness of LSSC . Then , we analyze its influence factors , such as quality control costs , quality compensation costs , customers’ perceived quality , customers’ satisfaction sensitivity and loss aversion . The results show that the integrator considers the customer preferences will improve the level of quality guarantee . At the same time , the loss aversion preferences and satisfaction sensitivity of the customers have a positive role in the integrator ’s quality guarantee decisions . And the latter has a greater impact .