摘要
通过建立委托代理模型,研究在电子商务环境下关于客户服务激励问题。通过对电商企业在客服代理方处于合作与竞争情况下的激励研究,将两者进行比较分析得出,困难的工作是委托方和代理方都不愿意碰到的,电商企业更应让客服委托方合作解决困难的工作;竞争强度的增大会使代理方付出更多的努力,而委托方也会付出较低的激励条件。委托方通过设计浮动收益控制代理人的工作状态,从而得到最大的收益。
The incentive problems of customer service in the e-commerce environment was studied by using Principal-Agent model. Conclusions were drawn by comparing the incentive strategy of customer service made by the E-commerce enterprise in the case of cooperation and competition. Results show that neither the principal nor the agent is willing to encounter the difficult work and e-commerce businesses should encourage the agent to solve the difficult work together. Intense environment forced the agent more effort, while the principal would pay the lower incentive. The principal can achieve the maximum revenue through controll the agent＇s work with the design of a floating income.
出处
《青岛大学学报（自然科学版）》
CAS
2013年第2期85-90,共6页
Journal of Qingdao University(Natural Science Edition)
基金
教育部人文社科规划研究青年基金项目(批准号:09YJC630135)资助
关键词
服务
多参与人委托代理
激励
收益分配
Service
Multi principal-agent
Incentive
Revenue distribution
