快递:利用客户建议众筹共享(班车)服务

IF 4.8 3区 管理学 Q1 ENGINEERING, MANUFACTURING
Long He, Tu Ni
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引用次数: 0

摘要

数字平台通过征求更多客户意见(如建议),提高了智慧城市运营的效率和质量。城市交通中的一个创新选择是共享班车服务,它介于传统公共交通和打车服务之间。提供这些服务的平台可以以 "乌鸦起舞 "的方式收集客户建议,从而为了解客户需求提供有价值的信息。然而,这也给平衡服务覆盖面和质量以满足客户建议中隐含的客户需求带来了挑战。为了解决这个问题,我们引入了一个优化框架,旨在通过利用客户响应模型来实现预期利润最大化。客户响应模型描述了客户将如何对不同的服务属性做出响应,以及他们的建议如何影响这些响应。在估算这些响应模型时,我们提出了涉及同调惩罚和收缩的方法,这些方法专为处理小型数据集而量身定制。为了展示实际意义,我们将模型应用于共享班车服务案例研究,并讨论了一些实际考虑因素,如信息的价值、估算方法的有效性以及让客户参与服务设计过程的益处。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
EXPRESS: Crowd-starting a Shared (Shuttle) Service with Customer Suggestions
Digital platforms have improved the effciency and quality of smart city operations by soliciting more customer inputs, for example, in the form of suggestions. One innovative option in urban transportation is the shared shuttle service, which lies between traditional public transportation and ride-hailing services. Platforms that offer these services can gather customer suggestions in a \crowd-starting" manner, which provides valuable insights into customer needs. However, this also presents a challenge in balancing service coverage and quality to meet customer needs implied by their suggestions. To address this issue, we introduce an optimization framework designed to maximize expected profit by leveraging customer response models which characterize how customers will respond to different service attributes and how their suggestions inform these responses. When estimating these response models, we present methods involving isotonic penalty and shrinkage tailored for handling small datasets. To demonstrate the practical implications, we apply our model to a shared shuttle service case study and discuss practical considerations, such as the value of information, the effectiveness of our estimation approaches, and the benefits of involving customers in the service design process.
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来源期刊
Production and Operations Management
Production and Operations Management 管理科学-工程:制造
CiteScore
7.50
自引率
16.00%
发文量
278
审稿时长
24 months
期刊介绍: The mission of Production and Operations Management is to serve as the flagship research journal in operations management in manufacturing and services. The journal publishes scientific research into the problems, interest, and concerns of managers who manage product and process design, operations, and supply chains. It covers all topics in product and process design, operations, and supply chain management and welcomes papers using any research paradigm.
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