Optimizing Decision For Product Warranty Service Based On Consumers’ Strategic Claim Behavior

In recent years,with the rapid development of social technology and increasingly fierce competition,after-sales service has gradually become a new economic growth point for enterprises to extend the value chain.In particular,warranty service as an important part of product after-sales service plays an increasingly important role in integrating resources and enhancing their competitiveness.Taking into account the heterogeneity of consumers’ usage and operating environment,the traditional warranty service is no longer meet consumers’differentiation,diversity needs for warranty service.Enterprises began to pay attention to provide different product warranty services,such as product refund-warranty service.on the one hand,through segmenting consumer groups,it can increase the warranty service"additional rate";on the other hand,due to the seize between net utility and product maintenance costs exist Uncertainty,segmented consumer groups show strategic claim behavior that affect the manufacturer’s warranty costs.Based on that,it is an important topic to optimize decision for product warranty service based on consumers’ strategic behavior.Based on the existing literature,focusing on the heterogeneity of consumers’ usage and environment,this dissertation studies optimization for the product warranty service considering the consumers’strategic claim behavior.The main research work includes three aspects:(1)The optimization of product refund-warranty service under the consumers’ strategic claim behavior is studied.First of all,for the low-use rate consumers,we put forward the refund-warranty service,and describe it.Secondly,considering the heterogeneity of the consumer usage,we describe the consumers’ strategic claim behavior.Then,we construct the formulation of optimizing for the refund-warranty service considering the consumers’strategic claim behavior.Finally,through the solution and analysis of the model,we can get the warranty service strategy under different circumstances of refund.(2)The optimization of product menu-warranty service considering the consumers’strategic claim behavior is studied.Firstly,based on the heterogeneity of consumer’s usage,we proposes a menu-warranty service describes it.Secondly,we furtherly builds an optimization model of product menu-warranty service considering consumers’ strategic claim behavior.Then,we take comparative analysis of the previous model and draw the some conclusions in different usage.Finally,by numerical analysis,we explore the optimal menuwarranty strategies to provide the guideline for decision-making for product manufacture.(3)Potential application research:optimization for A transmission warranty service.Firstly,we describe the general situation of A company,transmission warranty service;Secondly,we apply the previous the modes to optimize the decision for A company transmission warranty service.Finally,based on the above two models’ optimization conclusion,this paper provides the corresponding theoretical guidance and management enlightenment for A Company’s transmission warranty service.This paper enriches the theory of warranty service optimization by constructing the optimization model of product warranty service and the formulation of warranty service model considering consumers’ strategic claim behavior.And by introducing the heterogeneity of consumer usage,The result is more in line with the actual situation.It is significance to the product warranty services’ decision-making for the manufacturer...