【作者】 杨柳；

【导师】 刘平峰；

【作者基本信息】 武汉理工大学 ， 应用经济学（电子商务方向）， 2016， 硕士

【摘要】 随着我国经济的高速增长,人民生活水平的日益提高,汽车保有量呈现大幅增长的趋势,与此同时带来了汽车后市场的繁荣。由于整车销售市场的发展已经相当成熟,汽车企业间的竞争异常激烈,围绕汽车使用产生的洗车、养护、维修等服务成为人们逐利的重点。我国汽车后服务的发展历史比较短暂,行业基础十分薄弱,长期以来被4S店、个体店和连锁汽修店三种传统服务模式主导,市场中的汽车后服务提供商水平良莠不齐,导致一方面客户汽车后服务需求的数量和质量无法得到满足,而另一方面汽车后服务提供商的资源又得不到充分利用。O2O模式的兴起与应用给诟病已久的汽车后服务行业注入了活力,O2O平台作为线下汽车后服务的前台,从信息层面上一定程度改善了这些问题,但是服务质量、服务效率等问题并没有从根本上得到解决。在当下我国没有一个规范的汽车后市场准入机制的情况下,应对的唯一办法是对汽车后服务模式进行创新。针对上述问题本文提出基于O2O模式的动态联盟,即O2O汽车后服务联盟。它是由O2O平台运营商与汽车后服务提供商在利益驱动下以签订合同的方式暂时组建的经济联合体,能够通过对汽车后服务资源的整合与协调利用实现以最少成本和最优服务满足客户需求。本文的研究分三个步骤进行,一是O2O汽车后服务联盟的伙伴选择,基于委托代理模型得出O2O平台运营商应该给予汽车后服务提供商的最佳激励约束,从市场中筛选出资质优良的企业组建联盟;二是O2O汽车后服务联盟的资源配置,通过基于需求点和联盟汽车后服务提供商地理位置分布的集合覆盖模型,根据需求量的变化动态调整联盟中的汽车后服务提供商;三是O2O汽车后服务联盟的资源调度,基于排队模型提出联盟资源的两种调度方法,并通过引入数据计算关键性能指标得出最优的调度方法,以等待时间最短为条件给客户安排汽车后服务提供商。本文对O2O汽车后服务联盟伙伴选择的研究解决了联盟构建和资源质量控制的问题,对资源配置的研究则解决了联盟成本高和资源利用率低的问题,而对资源调度的研究解决了服务效率低和客户体验差的问题。因此本文构建的O2O汽车后服务联盟能够有效地解决汽车后市场目前存在的问题,能够对汽车后服务理论研究和产业发展提供一定的参考与指导。更多还原

【Abstract】 With the rapid development of economy in China,the living standards improved day by day,car ownership showed a significant growth trend,as the same time which brought the prosperity of the car after market.Due to the development of vehicle sales market has become quite mature,and competition among automobile enterprises has become fierce,some services through the cars’ utility produced which contain washing the car;curing;maintain.And they become the key point which people pursue the profit.The development history of automobile after-service in our country is relatively transient,and the industry foundation is weak.For a long time,automobile industry was dominated by three traditional service models of 4S store,individual shop,and motor repair shop chain.The level of automobile after-service providers was mixed which led to the quality and quantity of automobile after-service,however,on the other hand,the resource of automobile after-service providers couldn’t be utilized adequately.The appearance and application of Online to Offline(O2O)model injected vigor into automobile after-service industry which was denounced for a long time.As the proscenium of offline automobile after-service,O2 O platform change these problems in certain degree in the term of information level,but the problems such as service quality,service efficiency couldn’t be solved fundamentally.In this situation that there is no a standard access permission mechanism for automobile after-service in our country now,the only method is to innovate automobile after-service model.Aiming at these problems,this paper proposed dynamic federation based on O2 O model,which is O2 O automobile after-service federation.It is an economic union which is formed temporarily by O2 O platform operators and automobile after-service providers.They make a contract driven by the profit.And this federation satisfies the customers’ demand with minimum cost and optimal service through the integration and coordination of automobile after-service resource.The research of this paper was divided into three steps.The first part was the partner selection of O2 O automobile after-service federation,then proposed the optimal incentive constraint based on the principal-agent model which was the O2 O platform operators provided for the automobile after-service providers,and selected good qualification enterprises to combine federation from the market;the second part was the resource allocation of O2 O automobile after-service federation,and then adjusted the automobile after-service providers in the federation dynamically according to the variation of quantity demand which was based on the set covering model of demand point and alternative automobile after-service providers distribution.The third part was the resource scheduling of O2 O automobile after-service federation.This part put forward two scheduling methods of federation resource based on the queue model,and proposed the optimal scheduling method by calculating key performance indicators according to data,arranged automobile after-service provider for the customer on the condition that waiting time is the shortest.The study on the pattern selection of the O2 O automobile after-service federation in this paper solved the problem of federation construction and resource quality control;and the research on the resource allocation solved the issue of high federation cost and low resource utility,then the study on the resource scheduling solved the problem of low service efficiency and bad customer experience.Therefore the construction of the O2 O automobile after-service federation could solve the existing problems currently in the automobile after-market effectively,could provide some reference and guidance for the theoretical research and industrial development of automobile after-service.更多还原