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After-sales service competition in a supply chain: Does uncertainty affect the conflict between profit maximization and customer satisfaction?
http://hdl.handle.net/2241/119522
http://hdl.handle.net/2241/1195221d59c325-0bde-4a9d-98b7-bd1a7b2abd6d
名前 / ファイル | ライセンス | アクション |
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IJPE_144-1.pdf (830.2 kB)
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Item type | Journal Article(1) | |||||
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公開日 | 2013-07-29 | |||||
タイトル | ||||||
タイトル | After-sales service competition in a supply chain: Does uncertainty affect the conflict between profit maximization and customer satisfaction? | |||||
言語 | ||||||
言語 | eng | |||||
資源タイプ | ||||||
資源 | http://purl.org/coar/resource_type/c_6501 | |||||
タイプ | journal article | |||||
著者 |
Kurata, Hisashi
× Kurata, Hisashi× Nam, Seong-Hyun |
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著者別名 |
倉田, 久
× 倉田, 久 |
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抄録 | ||||||
内容記述タイプ | Abstract | |||||
内容記述 | After-sales services are a key strategic tool in the durable consumer product market. They allow a manufacturer and a retailer to capture more sales and profit. Less obvious, however, is how the uncertainty of the customer's needs for after-sales services influences after-sales service decisions. As an extension of Kurata and Nam's 2010 (International Journal of Production Economics 127 (1), 136–146) work, in this paper we explore the effect of uncertainty on after-sales service decisions by comparing several information structures in a two-stage supply chain. The model presented in this paper demonstrates that uncertainty may temporally alleviate the discrepancy between customers’ optimal service level and a firm's service decisions based on maximizing profits (referred to here as accidental outperformance). However, ultimately, uncertainty will never improve supply chain performance. We determine probabilities that such accidental outperformance may mislead the firm into making erroneous after-sales service decisions due to misunderstandings regarding uncertainty. In addition, our analysis shows that a firm's effort to provide efficient service operations will increase the chance of accidental outperformance. Based on the analytical results, we also provide several practical insights for business. | |||||
書誌情報 |
International journal of production economics 巻 144, 号 1, p. 268-280, 発行日 2013-07 |
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ISSN | ||||||
収録物識別子タイプ | ISSN | |||||
収録物識別子 | 0925-5273 | |||||
書誌レコードID | ||||||
収録物識別子タイプ | NCID | |||||
収録物識別子 | AA10817227 | |||||
DOI | ||||||
識別子タイプ | DOI | |||||
関連識別子 | 10.1016/j.ijpe.2013.02.014 | |||||
権利 | ||||||
権利情報 | © 2013ElsevierB.V. NOTICE: this is the author’s version of a work that was accepted for publication in International journal of production economics. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in PUBLICATION, VOL144, ISSUE1, 2013 DOI:10.1016/j.ijpe.2013.02.014 | |||||
著者版フラグ | ||||||
値 | author | |||||
出版者 | ||||||
出版者 | Elsevier | |||||
URI | ||||||
識別子 | http://hdl.handle.net/2241/119522 | |||||
識別子タイプ | HDL |