The advent of the new retail era witnessed the consumers’ demand shift from on the traditional product quality to on the full supply chain service quality, and product service and service manufacturing is gradually taking shape. The purpose of this paper is to propose whether there is a “quality bridge” in the dynamic evolution process of retail service supply chain (RSSC) and discuss the system role, steady-state characteristics and dynamic evolution mechanism of service quality in this dynamic evolution process.
This paper proposes the dissipation system structure of the RSSC under the steady-state quality constraint, constructs a Markov chain model (MCM) for the evolution of the service quality of RSSC, and tests the objective existence of the steady-state distribution of the service quality by taking Chinese HJ retail enterprises as samples.
The research value of this study is summarized as follows. The research finds that the evolution of service quality of RSSC is a dynamic and non-linear growth process, which has significant characteristics of complex adaptability and steady-state convergence. The study finds that the quality evolution process of the RSSC is a steady-state convergence process, and there is a steady-state distribution of quality in its co-evolution, in which different process input levels have a significant positive impact on the stable level of quality state. The study finds that the steady state of quality plays a crucial role in the collaborative evolution of the RSSC, that is, when the service quality reaches a certain steady state distribution, the operating efficiency and profit level of the whole chain will show an “explosive” growth trend.
Quality bridge, an original concept in this paper, represents the role of quality steady-state in the operation of RSSC. Based on Markov chain and system simulation tools, this paper verifies the existence of steady-state service quality and its positive effect on the co-evolution and sustainable development of RSSC. When the service quality reaches a certain steady distribution, the operating efficiency and income level of the whole chain will show n trend of explosive growth.
The authors would like to thank the editor and three anonymous referees for their valuable suggestions and insightful comments that have significantly improved the presentation of this paper. This paper was partly supported by: (i) National Natural Science Foundation of China [grant numbers 71991460] (ii) National Natural Science Foundation of China [grant numbers 71991465] (iii) China Postdoctoral Science Foundation Project [grant number 2017M611104].
Conflicts of Interest: The authors declare that there are no conflicts of interest regarding the publication of this paper.
Li, J., Sun, M., Ren, L. and Li, B. (2020), "Dynamic evolution and coordination mechanism of RSSC under the steady-state quality constraints : Based on system dynamics and Markov chain model", Kybernetes, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/K-03-2019-0209Download as .RIS
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