Research On Interest Coordination Mechanism Of Logistics Service Supply Chain In The View Of Customer Value

Logistics service supply chain (LSSC) is formed with the development of logistics business outsourcing as well as specialization of logistics services division. The LSSC is a new type of service supply chain, which regards the logistics service provider as core, and logistics service subcontractor→logistics service provider→corporate customer as the basic structure. With the cooperation with subcontractor, service provider provides integrated, personalized and customized logistics services to the enterprise customers. The enterprises of the LSSC are separate interest subjects, there will emerge interest conflict when each subject represents different interest and makes decisions with optimizing their own benefit, and this will influence the stability of the LSSC. Under the perspective of customer value, this paper studies the method to dissolve the LSSC interest conflicts; puts forward the interest coordination mechanism, and provides theoretical guidance for the logistics operation practice. The main contribution of the paper is as follows:(1) The paper analyzes the logistics service organization mode and its evolution; the study found that under the influence of specialization, the logistics service organization mode changed from procurement based on task to outsourcing based on the process. The emergence of the organization mode of process outsourcing service, and the changes of the needs of corporate customers eventually prompted service providers to pay attention to customer value. This paper analyses the method to identify logistics service customer value and to decompose elements value, and uses improved service blueprint which added customer value elements to depict the implementation procedure of logistics service customer value by two dimensions, the one is service process, the other is customer value elements.(2) Overall framework of LSSC benefit coordination mechanism under the perspective of customer value is constructed. The paper analyses the interest conflicts in and between the LSSC participations, and introduces customer value into LSSC operation management to analyze LSSC interest coordination problems under integrated logistics service demand. Research result shows that the interest conflict in the LSSC is due to the lack of unified management goal between enterprises and complicated principal-agent relationship of LSSC, so the key to solve the conflict of interest is to form a mutual recognition of value creation logic. Filtering the subcontractor meets the requirements, forming the interest’s scheme all parties accepted, maintaining the long-term trust relationship is the way to realize unified value creation logic. According to the above analysis, the paper puts forward the framework for interest coordination which includes three mechanisms. These mechanisms are subcontractor selection, interest distribution and motivation, the evolutionary relationship of cooperation.(3) The study of the subcontractor selection problem by multi-objective programming model. Considering long-term logistics demand changes of enterprise customer, the limitation of the long-term and short-term adjustment about subcontractor special assets construction, a multi-objective programming model based on the subcontractor potential customer value, the subcontractor participation, and the subcontractor potential customer value is built to subcontractor selection. The paper analyzes the internal dependence between the customer value factors, evaluates customer value potential of the subcontractor by the ANP method. Utility function method is used to transform the service cost as constraint conditions to solve the multi-objective programming model. Research results indicate that:appropriately relax the service cost constraints, the service provider can let the subcontractor with more potentialities participation in service network, and reduce the potential interest conflicts which is because of the participation in service of low ability subcontractor.(4) The study of the interest distribution and the incentive problems of the main participants in personalized customized logistics services. The scheme of primary interest distribution is established according to the evaluation of customer value from participator, and can help service provider determine the revenue reserve of service subcontractor. Based on the above research findings, single principal multi-agency model is proposed to analyze the design of incentive contracts. This paper considers service subcontractor’s contribution to customer value influenced by service provider effort level, studies the incentive contracts problem under the influence of service integrator effort level which can be alone measured and joint measured, as well as the incentive contract problem of implementing relative performance monitoring and process monitoring under alone measurement, then analyzes optimal partition coefficient and fixed payments from service integrator to each subcontractor.(5) Taking into account the longevity and sustainability of customer value realization, a cooperation relationship evolutionary game model is established. By analyzing the factors that influence the cooperative relationship, put forward the measures to maintain the stability of cooperation relationship between participants. By using evolutionary game model, the changes of longitudinal relationship is analyzed, the study found that the service provider and the subcontractor will not choose competition strategy at the same time, and the participator in the two sides will eventually choose cooperation strategy to safeguard the formed interests scheme when the competitive cost is more than income. Then the changes of horizontal relationship is analyzed, our study found that the relationship between the subcontractor is impact by cooperation cost and incentives & punishment implemented by the service provider, high cooperation cost and inappropriate incentive will affect the relationship between the service subcontractor.