大数据驱动下的全渠道供应链服务创新决策框架

摘要

The Omni-channel operation takes improving the customer′s purchasing experience as the objective , which not only needs channels to maintain their higher service level , but also needs to realize the service coordination between channels , amplifying the conflict between the manufacturers and the retailers and the whole supply chain , further stimu-lating the waiting customer behavior , and exacerbating the mismatch between product ( or service ) supply and demands . Based on the universality of strategic customer behavior and the reality of the competition of the whole channel , the paper reviews serves innovation and related factors of the whole channel supply chain driven by big data , builds service innova-tion decision-making framework of the whole channel supply chain driven by big data , and analyzes service innovation capabilities driven by big data with Bayesian network method , in order to provide support for the optimization of service innovation .%全渠道运营以提高顾客的购买体验为核心，不仅要求各渠道保持自身高服务水准，同时要实现渠道间服务协同，这放大了战略制造商与零售商之间乃至整条供应链的冲突，进一步刺激了顾客的等待行为，从而加剧产品供给与需求间的不匹配性。本文基于战略顾客行为的普遍性与全渠道竞争的现实性，对近年来大数据驱动下的全渠道供应链服务创新及其关联因素进行综述，构建基于大数据驱动下全渠道供应链服务创新的决策框架，利用贝叶斯网络方法分析大数据驱动下的服务创新能力，以期为服务创新优化决策提供支持。