Research on Service oriented Principal-agent Model of logistical business

摘要：

Through introducing value carve of the prospect theory, this paper qualify the relationship between customer satisfaction and service quality. Then through doing some changes to the relationship, the function of expectation of customer satisfaction and enterprise efforts level is solved. Then Based on traditional Principal-agent model, considering customer satisfaction, the paper has established service oriented Principal-agent Model in logistical enterprises. And through the analysis of the optimal solution, it obtained the following conclusions: (1) The optimal solution is impacted by customer satisfaction tendency: the more easily satisfy customers, the smaller effort level enterprises need to make, at the same time, the level of customer satisfaction also smaller. (2) The optimal solution is impacted by enterprises’ scales: the greater enterprises’ scales, the smaller efforts enterprises need to make.

作者: Zhang Haibin Yuan Xuemei

作者单位: College of Business Administration Jiangsu University Zhenjiang, China Economy and Management Engineering Department Jinken College Nanjing, China

会议类型: 国际会议

会议名称: 4th Conference on System Science,Management Science & System Dynamics(第四届系统科学、管理科学&系统动力学国际会议)

会议地点: 上海

会议语种:英文

页码: 105-110

在线出版日期: 2010-12-10（万方平台首次上网日期，不代表论文的发表时间）