Research On Service Quality Optimization In The New Model Of Elderly Service Supply Chain

The serious ageing phenomenon has brought huge pressure on our society. With familyminiaturization and rapid development of society, the contradiction between existing elderlymodes and service needs has been increasingly severe. Thus, changing elderly service modesinto an innovative counterpart has been one of the key issues. Moreover, the diversifieddevelopment of elderly service needs has also promoted nearly more than20industriesrelated with elderly services, bringing about a substantial potential market. Therefore, elderlyservice quality has become an important guarantee for the sustainable development of elderlyservices industry.The mode of Service Supply Chain (SSC) plays a significant role in managing industrialaggregation, breaking barriers between sectors and strengthening system coordination, forwhich the ‘Elderly Service Supply Chain’(ESSC) comes into being. And it indicates a newmanagement approach to elderly service industry. Specially, under the government’sdominance, the elderly service integrator (ESI), who is the core enterprise, takesresponsibility for coordinating the elderly service flow, information flow and capital flow.However, service quality is one of the great concerns in ESSC for its influence on theperformance of entire supply chain, which is affected by the ESI and elderly service provider(ESP). On one hand, ESPs are involved in the elderly’s service experience directly. Whenhigh service quality is provided, the elderly’s satisfactions will naturally high, the ESP’simage will be enhanced, and the market demand will be expanded. When poor service qualityis provided, it will cause the elderly’s dissatisfaction with certain links in supply chain oroverall ESSC, which brings a variety of losses. On the other hand, as the core enterprise, ESIsnot only need to coordinate the downstream demand and resource allocation, but also need toregulate the service quality risks, optimizing the ESSC’s operation decisions.Therefore, by analyzing the status quo of elderly service industries and modes, theresearch will focus on studying and constructing an innovative elderly service frameworkinitially, and building a service quality assurance system, providing a new direction for thedevelopment of elderly service industrialization and socialization. Based on the aboveresearch, specific work will be conducted in terms of each node in the ESSC, which influences on the service quality. The aim is to construct qualitative and quantitative modelsfor selecting eligible ESPs by considering the service quality to ensure the level of servicequality at the source. Another aim is to build optimal service quality decision models for ESIsand ESPs. Considering a given service quality of the ESP in the ESSC consisting of one ESPand one ESI, how the ESI makes optimal service quality decisions, and the interaction ofservice quality decisions between the ESI and ESP in the case of different demand scale beanalyzed to promote the ESSC’s operation and improve the overall elderly service quality inESSC. Finally, from a systematical perspective, through analyzing risk factors which affectthe service quality from the service design, integration, supply to feedback, it is necessary toset up a system of service quality risk management and qualitatively and quantitatively.