Research On Service Supply Chain Quality Improvement Considering The First-mover Advantage And First-mover's Altruism Preference

Service quality is the survival and development fundamental for service enterprises,and the improvement of service quality is even the key point to hold larger market share.Service quality runs through the entire service supply chain,its continuous improvement requires joint efforts of both the upstream and downstream enterprises.Service defect rate is an important index to measure service quality,so for service integrator,how to motivate service providers to reduce service defect rate is the key important to improve service quality and enhance customers' satisfaction.Considering that the members of the supply chain as a bounded rational natural person,the decision-making process of them will be effected by decision-makers'social preferences such as altruism preferences,fairness preferences and so on.So that with the base of considering the first-mover's advantage,this paper takes the first-mover's altruism preferences and fairness preferences into consideration researching on the improvement of service quality when service integrator and service provider respectively play the role of the first-mover.Then we discusses the influence of altruism preference on service quality and the decision results of first-mover.In this paper,with service integrator transferring the first-mover's rights or not,we put forward two kinds of quality improvement strategies:quality request strategy(QR)and quality promise strategy(QP).Based on the two strategies this paper takes the first-mover's altruism preferences and fairness preferences into consideration and research on how to improve service quality efficiently,the main tasks of this paper are as follows:(1)Construct the service quality improvement model under quality request strategy and quality promise strategy respectively,next based on the optimal economic assumptions we solve the optimal solution,then compare the service provider's expected profit and the service quality improvement decision between the two strategies,and explore the influence of first mover advantage on service integrator expected profit and service quality improvement decision.At last we apply the conclusion to reality and propose some insights on service integrator's expected profit and the service quality improvement decision of service provider when integrator supply chain management for service integrator.(2)Based on the service quality improvement models constructed above,we introduce the first-mover's altruism preference and fairness preference,then build the new models under the two strategies.With the mean of numerical simulation,we compare and analyze the influence of altruism preference on service and provider act as first-mover respectively.Then compare the service defect rate and service integrator's expected profit with basic model,and finally we apply the conclusion to reality and propose some insights on service supply chain management for service integrator,too.(3)Based on the simplified model of service quality improvement constructed before,we use Z-tree caring out behavior experiment to simulate the decision-making process of service supply chain members about service quality improvement.Then collect the experimental data and analyze the influence of service integrator's altruism preference and fairness preference through the data.Finally we compare the experimental results with theoretical modeling results to verify the theoretical modeling conclusion is correct or not.