Supply Chain Coordination Between an Existing Retailer and a Newly Launched Retailer in Relation to Customers’ Different Service Quality Preferences

DOI

Bibliographic Information

Other Title
  • 新たな同種の小売店の新規参入において異なるサービス品質を持つ顧客タイプにおける小売店のコーディネーション

Abstract

<p>　In consumer electronic appliances, furniture, and cosmetics retail, personal customer service by sales staff is considered a strong contributor to increased sales. However, some groups of customers regard face-to-face sales pitches as unnecessary and annoying. Karata [3] has analyzed how retailers can improve business profitability by correctly recognizing a customer type and providing the optimal level of customer service for those groups of customers who feed supersaturated with too much service. As a study of supply chain coordination between an existing retailer with high service quality and a newly launched retailer with moderate service quality, we develop a profit-maximization model in which there are two types of customers with respect to their preferences regarding sales efforts. We find that two different types of retailersfor instance, a traditional family-owned store and a chain storecan coexist when consumers’ preference for personal service are heterogeneous. We present numerical examples to support our analytical results.</p>

Journal

  • Produetion Management

    Produetion Management 27 (2), 49-56, 2020

    Japan Society for Production Management

Keywords

Details 詳細情報について

  • CRID
    1390016958305208448
  • DOI
    10.14846/seisankanri.27.2_49
  • ISSN
    21866120
    1341528X
  • Text Lang
    ja
  • Data Source
    • JaLC
  • Abstract License Flag
    Allowed

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