摘要
对个性化服务能力的概念进行界定,并借鉴GAP差距模型,对个性化服务能力测评思路和测评指标进行了系统分析和梳理,形成了7大类22个具体指标;并通过主成分分析法和熵值法相结合的方法,对个性化服务能力进行测评,对具体的测评步骤进行了说明;并以LJ烟草公司与中国邮政的物流服务供应链为例进行了说明。
The paper first defines the concept of the individualized service capacity and goes over and analyzes systematically its assess- ing methodologies and index system, the latter including 22 specific indices in 7 categories. It then demonstrates the procedures of the as- sessment using a combinatorial approach of PCA and entropy method, followed by an empirical study on the logistics service supply chains of the tobacco company LJ and China Post for illustration.
出处
《物流技术》
2011年第3期85-88,116,共5页
Logistics Technology
关键词
个性化服务
服务能力
GAP模型
主成分分析法
熵值法
individualized service
service capacity
GAP model
principal component analysis
entropy method
