社会互动视角下的服务型企业最优运营策略研究

Optimal Operational Strategies for Service Enterprise under Social Interactions

本文主要研究在社会互动的影响下,服务型企业如何制定以价格、服务速率为代表的运营管理策略,从而实现利润最大化。首先,基于M/M/1排队模型对顾客购买决策过程进行建模分析,考虑单个服务型企业在实现利润最大化的目标条件下,社会互动的作用如何影响定价和服务速率决策;其次,研究在竞争市场环境中,社会互动如何影响市场均衡状态下各企业的运营决策和市场份额。结果表明,无论在垄断还是竞争的市场环境中,社会互动对服务型企业的最优运营决策均有不同程度与方向的影响。

This paper mainly does a research of how to decide the optimal price and service rate in order to maximize a service enterprise’s profit under social interactions.Purchase decisions of customers are analyzed first based on the M/M/1 model.The influence of social interactions on the optimal price and service rate strategies for a profit-maximizing-seeking service firm in a fixed market is then investigated.Furthermore,the effect of social interactions on enterprise’s equilibrium operational decisions and market share in competition environment is explored.The research results in this work indicate that social interactions can always influence the optimal operational strategies in different direction and degree for a monopolist firm or in a competitive market.