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The Research on Scheduling Model of Online Service in Electronic Commerce: Perspective of the Service Profit Chain

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Mi-yuan Shan

    (Hunan University)

  • Xue-lin Zhou

    (Hunan University)

  • Ren-long Zhang

    (Hunan University)

Abstract

The emergence of electronic commerce (e-commerce) has changed the consumption concept of customers. They usually pay more attention to the customer service quality of Network platform apart from the convenience and risk of shopping environment. With the characteristics of virtuality and information sharing under the e-commerce environment, buyers and sellers cannot contact face to face. It makes enterprises a lot of difficulties such as low customer satisfaction, lack of loyalty and weak profitability following the communication barrier. This paper first applies the theory of Service Profit Chain (SPC) to solve the problem of online service scheduling in e-commerce and establishes a mathematical model in which the whole customers’ service value can be maximized. Then via numerical test, we verified the effectiveness and feasibility of the model. The results show that this research has good practicability and generalization for improving customer satisfaction in e-commerce.

Suggested Citation

  • Mi-yuan Shan & Xue-lin Zhou & Ren-long Zhang, 2013. "The Research on Scheduling Model of Online Service in Electronic Commerce: Perspective of the Service Profit Chain," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 1213-1223, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-38427-1_128
    DOI: 10.1007/978-3-642-38427-1_128
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