考虑具有时间与价格敏感性顾客的服务商承诺时间决策(英文)

基于顾客具有时间与价格敏感性和服务价格是服务承诺时间的分段函数前提假设下,建立了相应的服务承诺时间决策模型,并证明了最优服务承诺时间L*的存在性,分析了相关参数对L*的影响.研究发现:当L*小于行业水平L0时,低成本服务商应声明较短的服务承诺时间;随着顾客时间敏感系数的减小或顾客之间保留支付差异的增大,服务商应延长服务承诺时间.当L*>L0时,服务商应声明较长的服务承诺时间;随着顾客价格敏感系数的增大或顾客平均保留支付的减小,服务商应延长服务承诺时间,并降低价格.

Service delivery time guarantee decisions with consideration of the time and price sensitive customer

Based on the assumption that the customer is time and price sensitive and price is a piecewise function of the delivery time,a service delivery time guarantee decision model is proposed,and the existence of the optimal service delivery time guarantee L is proved.Furthermore,the impact of the correlation parameters on the optimal L is analyzed.It is revealed that if the optimal L is smaller than the industry level L0,the service provider with low cost should quote a shorter delivery time,and the service provider should increase the delivery time guarantee under the conditions of the decrease in customer time sensitivity or the increase in the difference of the customer reservation payment.When L>L0,the service provider should quote a longer delivery time guarantee and should increase the delivery time guarantee and reduce the price under the conditions of the increase in the customer price sensitivity or the decrease in the mean customer reservation payment.