【作者】 张凯；

【导师】 苗瑞；

【作者基本信息】 上海交通大学 ， 工业工程， 2013， 硕士

【副题名】以电动汽车租赁为例

【摘要】 随着制造业的快速发展，顾客的消费文化产生深刻的变革，传统的制造模式已经不能满足顾客个性化、体验化等更高层次的需求。因此，服务型制造的价值增值机理成为目前企业从传统的生产经营模式往新型的服务型制造（service manufacturing）模式演化进程中必须面对并处理的问题。本文提出了决定服务型制造系统价值的十个特征变量，据此建立了基于LS-SVM(最小二乘支持向量机)的服务型制造系统价值数据驱动模型，实现了在系统内部机理不清的情况下根据设计变量预测系统价值。然后综合考虑服务对企业生产经营、顾客满意度和环境保护的影响，建立了服务型制造的系统动力学模型，构建了系统中各变量的相互影响及反馈关系。最后选取服务型制造系统中的关键要素之一顾客参与，用调查问卷收集数据，分析确定了参与对满意度的影响路径。结果表明：1.服务属性和产品属性联合决定服务型制造系统的价值；2.服务通过影响顾客满意度和企业经营成本进而影响顾客感受到的价值、生产商效益和环境，其增值过程是不断反馈加强的；3.顾客参与通过服务质量和顾客价值以多条路径影响顾客满意度。更多还原

【Abstract】 With the rapid development of the manufacturing industry, profoundchanges occur in the consuming culture and the traditional manufacturingmode cannot meet the demand of more customerized experiences.Meanwhile, China’s manufacturing industry grows with a high energyconsumption, high pollution and low added value, low labor efficiency, andthe value-added way is unefficient, so service manufacturing mode is inurgent need to upgrade China’s manufacturing industry and the value-addedmechanism of service manufacturing becomes an important issue whenenterprises turn to service manufacturing.Ten characteristic variables of the value of service manufacturingsystems are put forward, and accordingly the data-driven model of servicemanufacturing system based on LS-SVM is established to forecast the valueof designing system under unknown internal mechanism.Then consideringthe relationship of enterprise operation, customer satisfaction andenvironmental protection, the dynamics model of service manufacturing system is established and the mutual influence network and feedbackrelationships of all variables are built. Finally, questionnaire survey andstructural equation analysis are used to determine the path involved in themutual impact between the participation and satisfaction of customer. Theresults show that the attributes of service and product jointly determines thevalue of the service manufacturing system; service influences customersatisfaction and corporate operating cost thereby affecting customersatisfaction,enterprise performance and social environment, whose processis feedbacked to strengthen continuously; customer participation affectscustomer satisfaction through service quality and customer value frommultiple paths.更多还原