乳制品绿色供应链服务质量概念模型的构建与分析

Construction and Analysis of Conceptual Model of Service Quality in Dairy Green Supply Chain

通过梳理绿色供应链和供应链服务质量两个领域的研究成果,根据乳制品供应链的基本结构,构建了乳制品绿色供应链服务质量的概念模型。乳制品绿色供应链由生产系统、消费系统、环境系统及社会系统组成,涉及牧草种植、奶牛养殖、原奶生产、乳制品生产加工、乳制品销售和废弃物回收加工等环节。这些环节在服务过程中,牧民和原奶生产商之间、原奶生产商和乳制品生产企业之间、乳制品生产企业与经销商之间、乳制品经销商和顾客之间出于自身利益的考虑,会产生四个服务感知差距,每个差距都会影响供应链的服务质量,需要详细分析每个相互感知差距产生的原因,提出提升乳制品绿色供应链服务质量的具体对策。

By combing the research results of green supply chain and supply chain service quality,according to the basic structure of dairy supply chain,the conceptual model of dairy green supply chain service quality is constructed.The green supply chain of dairy products is composed of production system,consumption system,environmental system and social system,involving grass planting,dairy farming,raw milk production,dairy production and processing,dairy product sales and waste recycling and processing.In the service process of these links,there will be four service perception gaps between herdsmen and raw milk producers,between raw milk producers and dairy production enterprises,between dairy production enterprises and dealers,and between dairy dealers and customers for their own interests.Each gap will affect the service quality of the supply chain.The causes of each mutual perception gap are analyzed in detail,and specific countermeasures are put forward to improve the service quality of dairy green supply chain.