需求规模下养老服务供应链质量决策分析

Analysis of Service Quality Decisions in Elderly Service Supply Chain Considering Demand Scale

养老服务供应链为当前庞大而复杂的养老服务产业提供了全新的管理理念,但服务质量却是影响养老服务产业发展的重要因素之一。为此,研究由养老服务集成商与服务提供商组成的养老服务供应链,在给定养老服务提供商服务质量的基础上,重点讨论不同的需求规模下养老服务集成商的最优质量决策及其与服务提供商质量决策之间的相互影响,涉及到:(1)养老服务集成商的服务损失成本对其自身调整总体成本和最优服务质量的影响;(2)关键服务损失成本与养老服务提供商服务质量的关系;(3)通过调整关键服务损失成本为养老服务提供商提供激励手段——激励养老服务集成商提高服务质量。这为养老服务供应链在实际运作中提供了有效的管理决策支持和重要的理论基础。

Elderly Service Supply Chain（ESSC） is a new management concept for the current huge and complex elderly service industry; however, service quality is one of the most significant factors affecting the industry development. Con- sidering a given service quality of the elderly service provider（ESP） in the ESSC consisting of one ESP and one elderly service integrator（ES[） , we aim to analyze that how the ESI makes optimal service quality decisions, and the interaction of service quality decisions between the ESI and ESP in the case of different demand scale, involving that（ 1 ）the influ- ence of ESI＇ s service loss cost on its own total cost and optimal service quality decisions ; （2） the relationship between key service loss cost and ESP＇ s service quality; （3） and the incentive measures for the ESP to motivate the ESI to improve service quality by adjusting the key service loss cost. These provide an effective management decision supporting actual operation and an important theoretical basis for the development of ESSC.