基于群体决策的供应链管理

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1、摘要{供应链管壤是一季孛先进款铤理模式，在国内铃弓{起了人们的广泛关注。一般认为，供应镳是由供应商、制造商、分销商、零售商和最终用忠等环节组成疑链条。对鼍}}藏链运馋过程熬务耱警璎工俸豫为供应链管理。y客户关系管理和供应链敏捷度管理是供应链管理的两个重臻方面。客户关系管理酶关键闯题是强离颟客纛诚度。本文详缁分褥了幸毒感满慧度、功能满意度、效用吻合度和忠诚度激励等影响顾窖忠诚魔的主要因素，探讨了如何利用上述因綮提高顾客忠诚度，并掇出了～个基予群体决策的客户关系管臻模型。供应链的敏捷度对供应链的竞争战略有重要的影响，供成链敏捷度应该暇从供应链竞争战略的要求

2、。本文介缨了库存、运输、设施和信息等供应链敏捷度管理鑫句扛抒，分毒厅了它们岛珙应毽敏蕤度之阁戆关系，撵避了熟德剥周上述拄抒管理供应链的敏捷度，提出了基于群体决策的供应链敏捷度管理模型，并举例淡嗳了泼模型载应用。关键谬：供应番i?嚷应建罾主，层次夯奢箍，敏婕瘩}磊，客户实鬃备灌ABSTRACTSupplychainmanagementisoneoftheadvancedmanagementmodesthat证ainsinternationalfocus。Generall)，speaking，asupplychainconsistsofsupplier，m

3、anufacturer’distributokretailerandfinalcustomer．Supplychainmanagementisthemanagementoftheconstruction．operationandotherissuesofsupplychain，CustomerrelationshipmanagementandsupplychainresponsivenessmanagementaretWOimportantaspectsofsupplychainmanagementtThekeyproblemthatcustomerr

4、elationshipmanagementpursuesistoenhancecustomerloyalty．Satisfaction，perceivedusefulness，confirmationandloyaltyincentivesarethemainfactorsthatdeterminectlstomerloyalty．Thisdissertationanalyzesthefourfactom，discusseshowtousetheabovefactors酶enhancecustomerloyalty,andrecommendsamode

5、ltohelpthemanagementofcustomerrelationship．Thesupplychainresponsivenesshasdeepeffectonthefulfillmentofsupplychainstrategy．Supplychainresponsivenessshouldbeconsistentwithrequirementofsupplychainstrategy．Inventory,transportation，facilityandinformationarethefourmanagerialleversthat

6、managerscanusetoinfluencesupplychainresponsiveness．Thisdissertationdiscussesindetailthefourmanageriallevers，analyzestherelationshipbetweenthefourmanagerialleversandsupplychainresponsiveness，discusseshowtousethefourmanagerialleverstoinfluencesupplychainresponsiveness，recommendsam

7、odeltohelpthemanagementofsupplychainresponsiveness，andtakesanexampletoillustratetheapplicationofthatmodel，Keywords：SupplyChain，SupplyChainManagement,theAnal黟icalHierarchyProcess，ResponsivenessManagement，CustomerRelationshipManagement{I独创性声明本人声明所呈交的学位论文是本人在导师指导下进行的研究工作及取得的研究成果。据我

8、所知，除了文中特别加以标注和致谢的地方外，论文中不包含其他人已经发表或撰写过的研究成果，也不包