关键词: 服务评价, 差异性服务, 供应链, 网络分析理论

Abstract: To evaluate the customer service level effectively, thereby providing support to the supply chain management and optimization research, a differentiation-oriented integrated model for service evaluation was proposed. Based on the supply chain operation process, the service indices related to service evaluation were summarized from perspectives of reliability, real-time and flexibility, and the service evaluation index system was established. Then the differentiation of the customers service demand was discussed. To integrate the inherent differentiation in the evaluation process so as to conduct a more clear evaluation of the service level, a new multi-level weight measurement framework was proposed. Using the network analysis method and the fuzzy set theory, the mathematical model was established to obtain the index weights in all levels. At last, an application example was presented to interpret the evaluation process.

Key words: service evaluation, service differentiation, supply chain management, analytic network process