Logistics service supply chain coordination mechanism: a perspective of customer experience level

• DOI: 10.1504/ejie.2021.115176
• Publication Date: 2021-05-22T11:30:13Z
• Authors: Weihua Liu; Yanjie Liang; Wanying Wei; Dong Xie; Siyu Wang
• Keywords: Stackelberg competition; Benchmark (surveying)

Continuously improving the customer experience level (CEL) becomes a consensus among companies and has profound impact on coordination of logistics service supply chain (LSSC), but it been ignored by existing research. By establishing Stackelberg game models, we investigate mechanism LSSC from perspective CEL, obtain many unexpected findings. First, cannot be coordinated in benchmark. Secondly, role buyback contract or quality supervision coordinating is limited. However, perfect can achieved if contracts are adopted simultaneously. Finally, when there no condition to implement supervision, propose an alternative mechanism. In summary, prove limitations through modelling, creatively two feasible mechanisms make up for research gaps. [Submitted: 29 August 2019; Accepted: 5 June 2020]