【摘要】：隨著經(jīng)濟的全球化和網(wǎng)絡(luò)技術(shù)的發(fā)展,電子商務(wù)顯示出了巨大的影響力。B2C電子商務(wù)低成本、購買交易安全、價格優(yōu)勢、方便快捷的特點迎來了迅速擴張,同時也帶動了物流的急劇發(fā)展。但實踐證明,由于我國的物流業(yè)晚于電子商務(wù)的發(fā)展,在迅速發(fā)展過程中產(chǎn)生了很多風(fēng)險,特別是物流質(zhì)量方面的風(fēng)險,因此對B2C電子商務(wù)物流質(zhì)量風(fēng)險研究非常具有理論和現(xiàn)實意義。鑒于此,本文從系統(tǒng)的角度對B2C電子商務(wù)物流質(zhì)量風(fēng)險的風(fēng)險來源、控制策略等進行了一定的研究,主要工作如下： (1)從系統(tǒng)論的角度建立B2C電子商務(wù)物流質(zhì)量風(fēng)險分析框架和流程,結(jié)合B2C電子商務(wù)物流系統(tǒng)的特征,從內(nèi)部和外部兩方面分析風(fēng)險因素。從風(fēng)險因素分析過程中,識別了整個B2C電子商務(wù)物流可能存在的所有質(zhì)量風(fēng)險,包括服務(wù)的可靠性、服務(wù)的響應(yīng)性、服務(wù)的靈活性、人員專業(yè)性、信息質(zhì)量和經(jīng)濟性六個準則層指標,并建立B2C電子商務(wù)物流質(zhì)量風(fēng)險體系。根據(jù)分析,以上這些風(fēng)險來自于物流服務(wù)商的兩個方面,物流能力有限和投機行為,因此本文主要從這兩個方面進行風(fēng)險控制。 (2)首先以德爾菲法得到質(zhì)量需求相關(guān)關(guān)系矩陣,以及質(zhì)量需求與服務(wù)要素相關(guān)矩陣,以問卷調(diào)查法得到物流服務(wù)質(zhì)量風(fēng)險概率。以質(zhì)量功能展開(QFD)作為風(fēng)險控制的理論基礎(chǔ),利用模糊層次分析法通過MATLAB軟件編程計算得到各物流質(zhì)量指標的權(quán)重,并與物流質(zhì)量風(fēng)險概率相結(jié)合得到各物流質(zhì)量的最終風(fēng)險值,即找出最主要的物流風(fēng)險,又利用HOQ的相關(guān)關(guān)系矩陣,將所有質(zhì)量風(fēng)險對應(yīng)到服務(wù)要素上。通過調(diào)查與計算,發(fā)現(xiàn)人員專業(yè)性和信息系統(tǒng)是最主要的服務(wù)要素,物流服務(wù)商應(yīng)從主要從這兩個方面進行物流質(zhì)量風(fēng)險控制。 (3)通過委托代理理論設(shè)計物流運作過程中的激勵機制,對委托方和代理方之間的收益進行協(xié)調(diào),消除物流服務(wù)商進行機會主義的利益動機,有效控制物流質(zhì)量風(fēng)險的產(chǎn)生。通過對混合戰(zhàn)略納什均衡的求解找到委托方與代理方雙方的最優(yōu)戰(zhàn)略,同時得到了降低物流服務(wù)商投機概率的措施,包括增大激勵強度和增加罰金,以使物流服務(wù)商能夠在自身有利的條件下做出同時對電子商務(wù)企業(yè)有利的決策,從整個系統(tǒng)的角度控制物流質(zhì)量風(fēng)險的發(fā)生。
[Abstract]:With the globalization of economy and the development of network technology, electronic commerce has shown great influence. At the same time, it also drives the rapid development of logistics. But practice has proved that because the logistics industry of our country develops later than the electronic commerce, there are many risks in the process of rapid development, especially in the aspect of logistics quality. Therefore, the B-C e-commerce logistics quality risk research is of great theoretical and practical significance. In view of this, this paper has carried on the certain research from the system angle to the B2C e-commerce logistics quality risk source, the control strategy and so on, The main works are as follows: (1) from the point of view of system theory, this paper establishes the framework and process of quality risk analysis of B2C e-commerce logistics, and analyzes the risk factors from internal and external aspects combining with the characteristics of B2C e-commerce logistics system. In the process of risk factor analysis, all possible quality risks in B2C e-commerce logistics are identified, including service reliability, service responsiveness, service flexibility, personnel professionalism, etc. Six indexes of information quality and economy are established, and the risk system of B2C e-commerce logistics quality is established. According to the analysis, these risks come from two aspects of logistics service provider, logistics capacity is limited and speculative behavior, so this paper mainly carries on the risk control from these two aspects. (2) firstly, the quality demand correlation matrix and the correlation matrix between quality demand and service elements are obtained by Delphi method, and the risk probability of logistics service quality is obtained by questionnaire. (QFD) is used as the theoretical basis of risk control based on the quality function, and the weight of each logistics quality index is calculated by MATLAB software programming with the fuzzy analytic hierarchy process (FAHP). Combined with the probability of logistics quality risk, the final risk value of each logistics quality is obtained, that is, to find out the most important logistics risk, and to use the correlation matrix of HOQ to correspond all quality risks to service elements. Through investigation and calculation, it is found that personnel professionalism and information system are the most important service elements, and logistics service providers should control the risk of logistics quality mainly from these two aspects. (3) through the principal-agent theory to design the incentive mechanism in the process of logistics operation, coordinate the profit between the client and the agent, eliminate the profit motive of opportunism of logistics service provider, and effectively control the production of logistics quality risk. Through solving the Nash equilibrium of mixed strategy, we find the optimal strategy of both the client and the agent. At the same time, we get the measures to reduce the probability of speculation of logistics service provider, including increasing the incentive intensity and increasing the fine. In order to enable the logistics service provider to make the favorable decision to the e-commerce enterprise under its own favorable conditions, the risk of logistics quality can be controlled from the point of view of the whole system.
【學(xué)位授予單位】：西南交通大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F259.2;F724.6;F224

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