基于供应链视角的物流客户服务绩效评价指标体系设计

随着制造和服务的全球化，企业更加关注各种因素对其所处供应链的影响。物流客户服务不仅会对其客户企业产生影响．而且会对客户企业所处供应链产生全方位的影响。因此，本文提出从供应链视角研究物流客户服务绩效评价问题，并用德尔菲法和模糊层次分析法构建了从供应链视角评价物流客户服务绩效的指标体系，得出了时间比成本和质量指标影响作用更大的结论。

The Design of Performance Evaluation Index System of Logistics Customer Service Based on Supply Chain Perspective

With the globalization of manufacturing and service, enterprises pay more attention to the effects of various fac- tors in the supply chain. Logistics customer service level will not only affect the enterprise, but also to the customer in over- all the supply chain. Therefore, this paper proposes from perspectives of supply chain logistics customer service performance evaluation. By applying Delphi method and the fuzzy analytic hierarchy, we construct the performance evaluation index system of logistics customer service based on supply chain perspective, and conclude that the influence of time index on the perfor- mance evaluation of logistics customer service under supply chain perspective is greater than cost and quality index.