服务设计
服务(商务)
服务交付框架
服务产品管理
服务提供商
服务水平目标
服务保证
杠杆(统计)
差异化服务
按订单生产
个性化
计算机科学
过程管理
运筹学
业务
工程类
营销
生产(经济)
机器学习
宏观经济学
经济
作者
Keming Zhou,Gang Du,Roger J. Jiao
标识
DOI:10.1016/j.cie.2022.107973
摘要
Facing an increasing demand and market competition for personalization, more and more service enterprises need to offer personalized service products to enhance customer satisfaction and the service level in a cost-effective manner. Service products are inherently coupled with service operations in order to leverage service satisfaction upon operations costs. This requires that design of personalized service products must be coordinated with service operations planning (SOP) within a coherent framework of joint optimization. This study proposes a hierarchical joint optimization (HJO) model for personalized service product family (SPF) design considering crowdsourcing of service operations by taking advantage of service resource family (SRF). A nested genetic algorithm (NGA) is developed to solve the HJO model and find a scheme of a personalized service product, based on which SPF design is derived along with the corresponding SRF. A case study of personalized tourism product family design and tourism operations planning is reported to illustrate the feasibility and potential of the proposed joint optimization method.
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