在以往的供應鏈研究中，主要是探討產品在供應鏈中的流動時產品相關物流設施的最佳化，最終目標多為替企業賺取最大的利潤。由於服務與產品迥異的特性，當供應鏈的研究主體由產品轉為服務時，在架構供應鏈、績效評估上無法完全應用產品供應鏈相關方法，必須進行調整與修改。其中產品與服務最大的差別在於服務主要產生於接觸與互動的過程，因此完整的服務供應鏈應該囊括顧客接受服務的過程，否則無法體現出服務導向供應鏈與產品導向供應鏈的差異。此外，以往服務供應鏈的研究中，多以概念式、要點條列的形式描述這部分的差異以及該如何執行與改善。對於決策者而言，如能將決策的要素數值化並透過模型的計算，明確的給予具體的改善方案將更具效益。本研究為了體現兩種供應鏈不同的特性並克服決策方案不夠具體的問題，將透過數值化的方式發展一套服務提供商的配置模型並給予建議。本方法首先整理供應鏈研究相關文獻，在考慮服務的特性後，選擇適合的指標作為評估服務的依據。接著，本研究嘗試將顧客行為利用數學模型模擬並找出服務型企業如何與顧客以及其供應商的互動過程，進而建構出完整的服務供應鏈。此模型的特點為考慮顧客在供應鏈中接受服務的過程，體現了服務供應鏈與產品導向供應鏈不同之處。最後，利用粒子群演算法進行模型的最佳化以得到最佳的配置使目標企業可以賺取最大的利潤。並透過敏感度分析，找出其中影響企業利潤的重要因子以及因子的影響性。

英文摘要 III
中文摘要 V
目錄 VI
圖目錄 VII
1 緒論 1
1.1 研究背景 1
1.2 研究動機 1
1.3 研究問題 2
1.4 研究架構 3
2 文獻回顧 4
2.1 供應鏈(Supply Chain) 4
2.2 供應鏈架構與結構 4
2.3 供應鏈分類 6
2.3.1 產品供應鏈(Product-Oriented Supply Chain) 6
2.3.2 服務供應鏈(Service-Oriented Supply Chain) 9
2.3.3 績效指標與衡量方法 13
2.3.4 小結 16
2.4 總結 18
3 研究方法與架構 19
3.1 問題描述 20
3.2 模型架構 22
3.2.1 供應端建構 23
3.2.2 需求端建構 23
3.2.3 兩端整合 24
3.3 服務提供商模型 25
3.3.1 定義標誌(Notation)意義與相關參數(Parameter) 25
3.3.2 模型關係描述 27
3.3.2.1 等候理論相關方程式 30
3.3.3 模型建立 35
3.4 求解方法 39
3.4.1 粒子群演算法簡介 39
3.4.2 粒子初始化 41
3.4.3 計算適應值 42
3.4.4 更新粒子 42
3.4.5 驗證模型 43
4 研究案例分析與討論 46
4.1 案例公司介紹 46
4.2 案例資料與參數設定 48
4.3 結果 52
4.4 敏感度分析 57
4.4.1 服務成本 V.S.利潤 57
4.4.2 滿意度權重 V.S.利潤 59
4.4.3 銷售利潤率 V.S.利潤 62
4.4.4 小結 63
4.5 討論 63
4.5.1 貢獻 64
4.5.2 限制 66
5 結論 67
5.1 結論與貢獻 67
5.2 後續研究與建議 68
參考文獻 69
附錄 79

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