关键词: 自提点, 需求异质性, 定制化, 服务组合, NSGA-Ⅱ

Abstract: To meet diverse requirements of customer and improve efficiency of pickup service,the pickup service composition under the concept of customized services was studied.The demand was forecasted with customer relationship life cycle theory;the customer demand heterogeneity was depicted by customer weights and utility function;the capital investment in the process of construction and operation was measured by fixed costs and variable costs.Multi-objective optimization model was set up to get moderate balance between customer satisfaction and enterprise cost in the process of pickup service transformed from standard service to customized service.Non-dominated Sorting Genetic Algorithm-Ⅱ (NSGA-Ⅱ) was used to solve the optimization problem,and an example was given to verify the validity of model and algorithm.The results showed that the total cost increased with the growth of total utility;constructing and operating pickup points with various core service products and supportive service products would improve customer utility effectively;capability should be improved properly to meet increasing demand.

Key words: pickup point, demand heterogeneity, customization, service composition, non-dominated sorting genetic algorithm-Ⅱ