外文翻譯--逆向物流回收客戶(hù)服務(wù)決定因素

1、<p>　　2015單詞，3584漢字，1.2萬(wàn)英文字符</p><p>　　出處：Valle O D, Menezes, Reis, et al. Reverse logistics for recycling: The customer service[J]. International Journal of Business Science & Applied Management, 20

2、09, 4(1):1-17.</p><p><b>　　畢業(yè)論文（設(shè)計(jì)）</b></p><p><b>　　外文翻譯</b></p><p>　　Reverse logistics for recycling: The customer service</p><p>　　Determinant

3、s</p><p>　　Valle O D, Menezes, Reis</p><p>　　1 INTRODUCTION</p><p>　　Reverse logistics is the continuous logistic process through which shipped products move from the consumer back

4、to the producer for possible reuse, recycling, remanufacturing or disposal (Johnson, 1998). The European Working Group on Reverse Logistics (RevLog, 2002)describes reverse logistics as “the process of planning, implement

5、ing and controlling the flows of raw materials, in process inventory, and finished goods, from a manufacturing, distribution or usage point to a point of proper disposa</p><p>　　As Maltz and Maltz (1998)prop

6、ose,customer service in the forward logistics channels is a multifaceted concept that can encompass either objective or perceptual elements. Objective elements correspond to basic customer service (or hard service) such

7、as inventory availability, on time delivery and order cycle time reliability. Perceptual elements (or soft service) are those related to the suppliers’ ability to respond to specific customer requests such as after-sale

8、service and effective handling </p><p>　　Reverse logistics systems for recycling begin with the consumer and finishes with the end market. These systems can be more or less complex depending on whether they

9、possess intermediate levels, such as, the collection level, the transfer level and the processing level. Consumers have a particularly important role in this reverse logistics system since they are the first link in the

10、overall logistics chain. Without consumer participation (through the sorting and disposing of recyclable materials</p><p>　　As recently pointed out, most research in the reverse logistics field is essentiall

11、y descriptive and based on subjective evidence rather than on theoretical bases (Alvarez-Gil et al., 2007). In terms of the reverse logistics systems for recycling, one gap that remains open is the comprehensive investig

12、ation of the main elements of customer service that explain the consumer involvement in selective-collection programs. This analysis would provide fundamental information about the most important c</p><p>　　

13、2 BACKGROUND ON REVERSE LOGISTICS FOR RECYCLING</p><p>　　Recycling is a resources recovery option that enables the use of part or all materials from returned goods, either by their original producer(s) or by

14、 other industries (RevLog, 2002). The recycling process essentially encompasses two stages. The first is the collection service stage and includes all the necessary procedures that make recyclables possible for further r

15、eprocessing. The second is the reprocessing stage from the collection of materials to the replacement of primary raw materials. </p><p>　　Some of the studies that address the organization of recycling networ

16、ks focus on public networks, while others describe private systems. In the first case,environmental concerns and waste disposal legislation are the main motivations underlying reverse logistics. Contrary to this notion a

17、re private reverse logistics networks that handle residues or end-of-life products in which recycling is economically more attractive. Private processors finance the transportation of these materials as well as </p>

18、;<p>　　The reverse logistics literature for recycling also explores the planning and control of recovery activities (i.e., the decisions about what to collect, disassemble and process, and in what quantities, how,

19、 when and where), the available information and communication systems (e.g., software, data requirements), the logistical implications of recycling, and the implementation of programs to increase the demand of recyclable

20、 materials. </p><p><b>　　3METHODS</b></p><p>　　3.1 Setting</p><p>　　The Green Dot Society (GDS) is a private company, created in 1997 with the purpose of managing the In

21、tegrated Recovery System of Packaging Waste Management . Currently, GDS is the only company that develops this type of activity in Portugal. GDS is essentially a reverse logistics aggregator with a shareholder structure

22、composed of three holdings that represent almost 200 companies. The first holding represents the packagers/importers, the second represents the distribution and retail trade, and </p><p>　　As in other Europe

23、an countries, the IRSPWM relies on the principle of shared environmental responsibility. Packers and importers finance the system, based on the polluter-pays principle in which the amount and weight of the corresponding

24、packaging material, commonly known as the green spot value, regulates the fee they must pay. In turn, packers and importers receive permission to mark their packaging with the Green Spot symbol, which shows that these co

25、mpanies transfer their recovery responsibi</p><p>　　Consumers should necessarily separate and dispose of their packaging waste at the eco-point. The packaging manufacturers complete the cycle by securing the

26、 recycling of collected household packaging. The GDS’s overall mission is to manage the reverse supply chain, finance and guarantee the functioning of the entire system. This corporation invests a major part of its annua

27、l overall income to compensate for the additional costs that municipalities incur with multi-material collection and sorting.</p><p>　　3.2 Questionnaire</p><p>　　Data of this research result fro

28、m personal interviews performed in April and May of 2006 based on a structured questionnaire . The questionnaire design took into account an extensive review of scientific on recycling behavior, interviews on key element

29、s of GDS management and benchmark studies carried out in other European countries (Spain, Italy and Belgium). The questionnaire encompasses three sections. Section 1 conducts an inquiry of the socio-demographic character

30、istics: gender, age, educati</p><p>　　3.3 Sample and data</p><p>　　The study population encompassed the adult Portuguese citizens living in Faro city. Faro is the capital of Algarve, located in

31、the southern Portugal, comprehending six parishes. Faro has a total population of 58 350 inhabitants and its most important economic activities are tourism and services. From this population, the study selected a random

32、sample of 267 citizens. The calculation of the sample used the most conservative estimate for a single proportion ( p = 0.5), a confidence level of 95% a</p><p>　　3.4Data analysis methods</p><p>

33、;　　This study uses the following methods of multivariate data analysis: exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and discriminant analysis (DA).</p><p>　　4 DISCUSSION AND CONCLUS

34、ION</p><p>　　Consumers are the foremost and decisive link in a reverse logistics chain that aims to recycle household packaging residues. In fact, without consumers’involvement and continuous collaboration,

35、this system cannot exist. This article explores the importance of consumer motivation to participate in the IRSPWM by ensuring that the recyclable materials are available for the recycling industries. By using a combinat

36、ion of multivariate statistical methods, this study shows the importance of providing </p><p>　　The study also observes the customer service levels by taking into account their relative importance in fosteri

37、ng consumer involvement: the hard level is relatively more important than the soft level. This finding also has managerial implications since it helps prioritize the overall logistics needs for a more effective selective

38、-collection system. Although the overall organization and performance of the Portuguese reverse logistics system for recycling requires global improvement, an important </p><p>　　Reverse logistics systems wi

39、th centralized the disposal facilities (as is the case with the eco-points in Portugal) are more inconvenient because consumers must transport and deposit recyclable materials at drop-off points. However, these systems a

40、re also less expensive than the curbside alternative. In curbside schemes, collection is door-to-door, which increases convenience but also collection costs and ultimately the overall cost of the system. A less expensive

41、 collection option is to maintai</p><p>　　On the whole, this study clarifies the need to address all customer service elements. An important limitation, however, is the fact that the sample is small and draw

42、n from a single city and, as a consequence, the generalization of the conclusions needs additional research. Furthermore, the improvement of customer service brings challenges whose overcoming requires additional researc

43、h. Entities that manage the system must weight the need of increasing consumers’ involvement without compromising t</p><p>　　逆向物流回收:客戶(hù)服務(wù)決定因素</p><p><b>　　一、引言</b></p><p>

44、　　逆向物流是一個(gè)連續(xù)的物流過(guò)程，通過(guò)這一過(guò)程，產(chǎn)品從消費(fèi)者轉(zhuǎn)移到生產(chǎn)者為可能的再利用，回收，再制造或處置（約翰遜，1998）。歐洲逆向物流工作組（REVLOG，2002）描述為“逆向物流過(guò)程的計(jì)劃、實(shí)施和控制原材料的流動(dòng)、在制品庫(kù)存、成品，從制造、分銷(xiāo)或使用點(diǎn)對(duì)點(diǎn)的合理處置”。逆向物流的目的是重新恢復(fù)材料的價(jià)值或妥善處置提供了手段。與逆向物流相反,正向物流專(zhuān)注于從生產(chǎn)者到消費(fèi)者的貨物的流動(dòng)。</p><p>　

45、　馬爾茲和瑪茲（1998）提出，正向物流渠道的客戶(hù)服務(wù)是一個(gè)多層面的概念，可以包含任何客觀的或感性的元素。目標(biāo)元素對(duì)應(yīng)于基本的客戶(hù)服務(wù)（或硬服務(wù)），如庫(kù)存的可用性，準(zhǔn)時(shí)交貨和訂單周期時(shí)間可靠性。感知元件（或軟服務(wù)）是與供應(yīng)商的反應(yīng)能力，以應(yīng)對(duì)特定的客戶(hù)要求，如售后服務(wù)和有效處理信息要求。一些學(xué)者認(rèn)識(shí)到，客戶(hù)服務(wù)是物流研究和實(shí)踐中關(guān)注的中心問(wèn)題。逆向物流回收系統(tǒng)開(kāi)始與消費(fèi)者完成終端市場(chǎng)。這些系統(tǒng)可以是更多或更少的復(fù)雜取決于他們是否具有中間

46、水平，如收集水平，傳輸水平和處理水平。</p><p>　　消費(fèi)者在這一逆向物流系統(tǒng)中起著特別重要的作用，因?yàn)樗鼈兪钦麄€(gè)物流鏈中的第一個(gè)環(huán)節(jié)。沒(méi)有消費(fèi)者的參與（通過(guò)對(duì)可回收材料的分類(lèi)和處理），該系統(tǒng)將是不可能的。通過(guò)提供一個(gè)方便的系統(tǒng)，客戶(hù)服務(wù)成為為消費(fèi)者創(chuàng)造價(jià)值的試金石，以及在確保他們參與。</p><p>　　正如最近指出的，大多數(shù)的逆向物流領(lǐng)域的研究基本上是描述性的，而不是基于主觀的

47、證據(jù)，也不是理論基礎(chǔ)（吉爾阿爾瓦雷斯等人，2007）。在回收的逆向物流系統(tǒng)，一個(gè)缺口仍然是開(kāi)放的客戶(hù)服務(wù)的主要內(nèi)容，解釋消費(fèi)者參與選擇性收集計(jì)劃的全面調(diào)查。這一分析將提供最重要的客戶(hù)服務(wù)的要素，因此，需要更多的關(guān)注和投資的基本信息。</p><p>　　二、逆向物流回收的背景</p><p>　　回收利用是一個(gè)資源回收選項(xiàng)，使部分或全部退貨材料的使用，通過(guò)他們的原始生產(chǎn)者（S）或其他行業(yè)（

48、REVLOG，2002）?；厥者^(guò)程基本上包括2個(gè)階段。首先是收集服務(wù)階段，包括所有必要的程序，使可能的進(jìn)一步處理回收。二是從原材料的收集到原材料的再加工階段。</p><p>　　一些研究表明，解決回收網(wǎng)絡(luò)組織的重點(diǎn)在公共網(wǎng)絡(luò)上，而其他人則描述私人系統(tǒng)。在第一種情況下，環(huán)境問(wèn)題和垃圾處理立法是逆向物流的主要?jiǎng)右颉Ｅc這個(gè)觀念相反是私人的逆向物流網(wǎng)絡(luò)處理殘留或報(bào)廢的產(chǎn)品，回收經(jīng)濟(jì)上更具吸引力。私人處理器資助這些材料的

49、運(yùn)輸以及回收過(guò)程本身。因?yàn)榛厥赵诮?jīng)濟(jì)上是可行的，大量的廢棄產(chǎn)品（或零件）需要處理。</p><p>　　回收的逆向物流文獻(xiàn)還探討了回收活動(dòng)的規(guī)劃和控制（即關(guān)于收集，拆卸和處理，以及多少數(shù)量，如何，何時(shí)何地），可用的信息和通信系統(tǒng)（例如，軟件，數(shù)據(jù)要求），回收的后勤影響，以及實(shí)施方案，以增加可回收材料的需求。</p><p><b>　　三、方法</b></p&g

50、t;<p><b>　　3.1設(shè)置</b></p><p>　　綠點(diǎn)社會(huì)（GDS）是一家民營(yíng)企業(yè)，創(chuàng)建于1997的目標(biāo)管理綜合回收系統(tǒng)包裝廢棄物管理。目前，GDS是發(fā)展這類(lèi)活動(dòng)在葡萄牙唯一的公司。GDS基本上是一個(gè)逆向物流的聚合與由三控股，代表近200家公司的股東結(jié)構(gòu)。第一次舉行的代表包裝/進(jìn)口商，其次是分銷(xiāo)和零售貿(mào)易，和第三個(gè)代表的制造商和包裝材料的回收。與國(guó)家法律的規(guī)定，G

51、DS的目的是恢復(fù)整體包裝重量的60%和2011年底回收55%的這種材料?？苫厥盏牟牧习úＡ?，紙/紙板，輕包裝（塑料，金屬）和木材。除了這最后一種類(lèi)型的材料，脫落的系統(tǒng)，通常被稱(chēng)為生態(tài)點(diǎn)，允許收集的包裝殘留物。</p><p>　　在其他歐洲國(guó)家的目標(biāo)管理綜合回收系統(tǒng)依賴(lài)于共同的環(huán)境責(zé)任原則。包裝和公司財(cái)務(wù)制度，根據(jù)污染者付費(fèi)原則中的數(shù)量和相應(yīng)的包裝材料的重量，俗稱(chēng)綠斑值，調(diào)節(jié)費(fèi)必須支付。反過(guò)來(lái)，包裝和進(jìn)口商收到

52、許可用綠色點(diǎn)標(biāo)志包裝，這表明這些公司將回收責(zé)任GDS和目標(biāo)管理綜合回收系統(tǒng)。分配的角色，確保他們的商業(yè)范圍只賣(mài)不可重復(fù)使用的包裝，通過(guò)集成系統(tǒng)。GDS的業(yè)務(wù)結(jié)構(gòu)不包括直轄市，雖然他們有責(zé)任通過(guò)合同協(xié)議的多材料的收集和整理家庭包裝殘留。</p><p>　　消費(fèi)者應(yīng)該在生態(tài)環(huán)境中分離和處理他們的包裝廢棄物。包裝制造商通過(guò)確保收集家庭包裝回收完成循環(huán)。GDS的總體任務(wù)是逆向供應(yīng)鏈管理，財(cái)務(wù)，保證整個(gè)系統(tǒng)的運(yùn)作。該公司

53、投資的一個(gè)主要部分，其年度總收入，以彌補(bǔ)城市帶來(lái)的額外費(fèi)用的多材料收集和排序。GDS還分合同運(yùn)輸服務(wù)處理包裝殘留物的回收公司和確保他們接收、儲(chǔ)存和回收利用回收材料。</p><p><b>　　3.2問(wèn)卷</b></p><p>　　這項(xiàng)研究結(jié)果的數(shù)據(jù)，來(lái)自2006年四月份五月份在結(jié)構(gòu)化的問(wèn)卷基礎(chǔ)上進(jìn)行的個(gè)人訪談。問(wèn)卷設(shè)計(jì)考慮了一個(gè)廣泛的對(duì)回收行為的科學(xué)審查，對(duì)關(guān)鍵要

54、素的訪談GDS在其他歐洲國(guó)家進(jìn)行管理和基準(zhǔn)研究（西班牙，意大利，比利時(shí)）。問(wèn)卷包括三個(gè)部分。第一節(jié)進(jìn)行了社會(huì)經(jīng)濟(jì)的調(diào)查人口學(xué)特征：性別，年齡，學(xué)歷，婚姻狀況，職業(yè)，居住類(lèi)型，房屋所有權(quán)和家庭月收入。第2節(jié)涉及到11元（包括在早期的研究）中的逆向物流系統(tǒng)特征的客戶(hù)服務(wù)回收：處置收件人（1）位置，垃圾收集（2）頻率（3）可至處置收件人，（4）數(shù)處置收件人，（5）清潔和維護(hù)處置收件人，（6）當(dāng)?shù)氐陌踩?，?）排空規(guī)律，（8）提供的信息，（9）

55、支持和索賠服務(wù)，（10）系統(tǒng)是否足夠的生活方式，和（11）號(hào)的合適的廢物原料和類(lèi)型。一個(gè)李克特五點(diǎn)量表評(píng)估這些因素，從1 - 很不滿(mǎn)意5 - 非常滿(mǎn)意。第3節(jié)看消費(fèi)者參與回收計(jì)劃，并考慮兩個(gè)問(wèn)題。第一項(xiàng)措施，自我報(bào)告的家庭回收行為（規(guī)模：1 - 分離并有選擇地丟棄可回收垃圾，0 - 不分離，并有選擇地丟棄可回收垃圾）。第二評(píng)項(xiàng)估可回收材料的分離和處理的生態(tài)點(diǎn)的頻率（比例：1 - 從來(lái)沒(méi)有，2 - 有時(shí)，3 - 永遠(yuǎn)）。</p>

56、;<p><b>　　3.3樣本和數(shù)據(jù)</b></p><p>　　研究人群包括生活在法魯市成人葡萄牙公民。法魯是阿爾加維的首都，位于葡萄牙南部，包括六個(gè)教區(qū),總?cè)丝谟?8 350居民，其最重要的經(jīng)濟(jì)活動(dòng)是旅游業(yè)和服務(wù)業(yè)。從這一人群中，本研究選取了一個(gè)隨機(jī)抽樣的267名公民。樣本的計(jì)算使用的最保守的估計(jì)為一個(gè)單一的比例（p= 0.5），置信水平為95%和最大誤差為6%。本研究采

57、用分層抽樣和訪談分布根據(jù)教區(qū)是常住人口的比例。在每個(gè)教區(qū)最重要的購(gòu)物街被選作地點(diǎn)來(lái)進(jìn)行面試。學(xué)院學(xué)生管理的問(wèn)卷調(diào)查的受訪者在這些街道上，與隨機(jī)選擇的受訪者，根據(jù)一個(gè)系統(tǒng)的過(guò)程。一份調(diào)查問(wèn)卷被送到第一人稱(chēng)（14歲以上），在一個(gè)限定的時(shí)間內(nèi)通過(guò)面試官。然后，建立了一個(gè)采樣間隔5人，以選擇其余的受訪者，因此，以填補(bǔ)樣本階層定義為每個(gè)教區(qū)。</p><p><b>　　3.4數(shù)據(jù)分析方法</b>&l

58、t;/p><p>　　本研究主要采用多元數(shù)據(jù)分析：探索性因子分析（EFA），驗(yàn)證性因素分析（CFA）和判別分析（DA）。</p><p><b>　　四、討論和結(jié)論</b></p><p>　　消費(fèi)者是一個(gè)逆向物流鏈中最重要、最重要的環(huán)節(jié)，目的在于回收家用包裝物。事實(shí)上，沒(méi)有消費(fèi)者的參與和持續(xù)合作，這個(gè)系統(tǒng)不可能存在。本文探討了消費(fèi)者參與的動(dòng)機(jī)的重

59、要性確保可回收的材料可用于回收產(chǎn)業(yè)目標(biāo)管理綜合回收系統(tǒng)。通過(guò)使用多元統(tǒng)計(jì)方法相結(jié)合，這項(xiàng)研究表明，提供消費(fèi)者的便利，以獲得更大的參與回收逆向物流系統(tǒng)的重要性。</p><p>　　這項(xiàng)研究還觀察到客戶(hù)服務(wù)水平，考慮到它們的相對(duì)在促進(jìn)消費(fèi)者參與的重要性：硬的水平是相對(duì)較軟的水平。這一發(fā)現(xiàn)也有管理的影響，因?yàn)樗兄趦?yōu)先考慮整體的物流需求對(duì)于一個(gè)更有效的選擇性收集系統(tǒng)。雖然回收葡萄牙逆向物流系統(tǒng)的整體組織和性能需要整

60、體改善重要的優(yōu)先級(jí)我們定義的生態(tài)點(diǎn)的位置更容易和更方便的人口訪問(wèn)。在這方面，重點(diǎn)應(yīng)轉(zhuǎn)如可用的支持和索賠服務(wù)，更多的回收意識(shí)活動(dòng)，和一般的處理?xiàng)l件向方面（清潔，維護(hù)，安全等）。</p><p>　　帶有集中處理設(shè)施的逆向物流系統(tǒng)（以生態(tài)點(diǎn)為例在葡萄牙）更不方便，因?yàn)橄M(fèi)者必須下降點(diǎn)運(yùn)輸和存款可回收材料。然而，這些系統(tǒng)也比路邊的替代較昂貴的。在路邊的方案，是集送貨上門(mén)，這增加了便利的同時(shí)也收集成本和最終系統(tǒng)的整體成本

61、。一個(gè)不太昂貴的收集選擇是保持生態(tài)點(diǎn)并投資于更方便的地點(diǎn)。然而，考慮到硬的客戶(hù)服務(wù)水平的相對(duì)重要性為消費(fèi)者參與的主要因素，提供路邊收集的可能性，至少是暫時(shí)的，在幾個(gè)直轄市應(yīng)考慮。正如這項(xiàng)研究表明，縮短了距離，消費(fèi)者必須前往到達(dá)收集點(diǎn)是最好的方式，以獲得更大的參與。對(duì)所收集的材料的數(shù)量和質(zhì)量的提高可以彌補(bǔ)路邊收集額外征收費(fèi)用。這是一方面，顯然值得進(jìn)一步調(diào)查。</p><p>　　總的來(lái)說(shuō)，這項(xiàng)研究闡明了需要解決所有

62、的客戶(hù)服務(wù)元素。重要限制，但是，是一個(gè)事實(shí)，樣本是小的，從一個(gè)單一的城市，作為一個(gè)結(jié)果，推廣的結(jié)論需要額外的研究。此外，改善客戶(hù)服務(wù)帶來(lái)的挑戰(zhàn)，其克服需要額外的研究。管理系統(tǒng)的實(shí)體必須增加消費(fèi)者的參與度，而不需要增加消費(fèi)者的參與度損害系統(tǒng)的經(jīng)濟(jì)可行性。因此，一個(gè)重要的挑戰(zhàn)，這樣的反向物流系統(tǒng)需要克服的是要找到最好的方法，使戰(zhàn)略成本降到最低收集系統(tǒng)不影響消費(fèi)者的服務(wù)性能。另一個(gè)挑戰(zhàn)，出現(xiàn)在回收的逆向物流系統(tǒng)是保證市場(chǎng)吸收回收的材料。收集的