外文翻译逆向物流回收客户服务决定因素.docx

外文翻译逆向物流回收客户服务决定因素.docx

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外文翻译逆向物流回收客户服务决定因素

2015单词，3584汉字，1.2万英文字符

出处：

ValleOD,Menezes,Reis,etal.Reverselogisticsforrecycling:

Thecustomerservice[J].InternationalJournalofBusinessScience&AppliedManagement,2009,4

（1）:

1-17.

毕业论文（设计）

外文翻译

论文题目：

逆向物流回收:

客户服务决定因素

系部名称：

商学系

专业班级：

工商123班

学生姓名：

学号：

指导教师：

教师职称：

Reverselogisticsforrecycling:

Thecustomerservice

Determinants

ValleOD,Menezes,Reis

1INTRODUCTION

Reverselogisticsisthecontinuouslogisticprocessthroughwhichshippedproductsmovefromtheconsumerbacktotheproducerforpossiblereuse,recycling,remanufacturingordisposal（Johnson,1998）.TheEuropeanWorkingGrouponReverseLogistics（RevLog,2002）describesreverselogisticsas“theprocessofplanning,implementingandcontrollingtheflowsofrawmaterials,inprocessinventory,andfinishedgoods,fromamanufacturing,distributionorusagepointtoapointofproperdisposal”.Thepurposeofareverselogisticsprocessistoregainthevalueofreturnedmaterialsorprovidethemeansforproperdisposal.Forwardlogistics,incontrasttoreverselogistics,focusesontheflowofgoodsfromtheproducertotheconsumer.

AsMaltzandMaltz（1998）propose,customerserviceintheforwardlogisticschannelsisamultifacetedconceptthatcanencompasseitherobjectiveorperceptualelements.Objectiveelementscorrespondtobasiccustomerservice（orhardservice）suchasinventoryavailability,ontimedeliveryandordercycletimereliability.Perceptualelements（orsoftservice）arethoserelatedtothesuppliers’abilitytorespondtospecificcustomerrequestssuchasafter-saleserviceandeffectivehandlingofinformationrequests.Severalauthorsrecognizethatcustomerserviceisanissueofcentralconcerninlogisticsresearchandpractice.

Reverselogisticssystemsforrecyclingbeginwiththeconsumerandfinisheswiththeendmarket.Thesesystemscanbemoreorlesscomplexdependingonwhethertheypossessintermediatelevels,suchas,thecollectionlevel,thetransferlevelandtheprocessinglevel.Consumershaveaparticularlyimportantroleinthisreverselogisticssystemsincetheyarethefirstlinkintheoveralllogisticschain.Withoutconsumerparticipation（throughthesortinganddisposingofrecyclablematerials）,thissystemwouldnotbepossible.Byprovidingaconvenientsystem,customerservicebecomesthetouchstoneincreatingvalueforconsumersaswellasinsecuringtheirparticipation（Turneretal.,1994）.

Asrecentlypointedout,mostresearchinthereverselogisticsfieldisessentiallydescriptiveandbasedonsubjectiveevidenceratherthanontheoreticalbases（Alvarez-Giletal.,2007）.Intermsofthereverselogisticssystemsforrecycling,onegapthatremainsopenisthecomprehensiveinvestigationofthemainelementsofcustomerservicethatexplaintheconsumerinvolvementinselective-collectionprograms.Thisanalysiswouldprovidefundamentalinformationaboutthemostimportantcustomerserviceelementsand,thus,thatrequiremoreattentionandinvestment.

2BACKGROUNDONREVERSELOGISTICSFORRECYCLING

Recyclingisaresourcesrecoveryoptionthatenablestheuseofpartorallmaterialsfromreturnedgoods,eitherbytheiroriginalproducer（s）orbyotherindustries（RevLog,2002）.Therecyclingprocessessentiallyencompassestwostages.Thefirstisthecollectionservicestageandincludesallthenecessaryproceduresthatmakerecyclablespossibleforfurtherreprocessing.Thesecondisthereprocessingstagefromthecollectionofmaterialstothereplacementofprimaryrawmaterials.

Someofthestudiesthataddresstheorganizationofrecyclingnetworksfocusonpublicnetworks,whileothersdescribeprivatesystems.Inthefirstcase,environmentalconcernsandwastedisposallegislationarethemainmotivationsunderlyingreverselogistics.Contrarytothisnotionareprivatereverselogisticsnetworksthathandleresiduesorend-of-lifeproductsinwhichrecyclingiseconomicallymoreattractive.Privateprocessorsfinancethetransportationofthesematerialsaswellastherecyclingprocessitself.Forrecyclingtobeeconomicallyviable,asignificantamountofdiscardedproducts（orparts）needtobeprocessed.

Thereverselogisticsliteratureforrecyclingalsoexplorestheplanningandcontrolofrecoveryactivities（i.e.,thedecisionsaboutwhattocollect,disassembleandprocess,andinwhatquantities,how,whenandwhere）,theavailableinformationandcommunicationsystems（e.g.,software,datarequirements）,thelogisticalimplicationsofrecycling,andtheimplementationofprogramstoincreasethedemandofrecyclablematerials.

3METHODS

3.1Setting

TheGreenDotSociety（GDS）isaprivatecompany,createdin1997withthepurposeofmanagingtheIntegratedRecoverySystemofPackagingWasteManagement.Currently,GDSistheonlycompanythatdevelopsthistypeofactivityinPortugal.GDSisessentiallyareverselogisticsaggregatorwithashareholderstructurecomposedofthreeholdingsthatrepresentalmost200companies.Thefirstholdingrepresentsthepackagers/importers,thesecondrepresentsthedistributionandretailtrade,andthethirdrepresentsthemanufacturersandrecyclersofpackagingmaterial.Incompliancewithnationallegislation,GDSaimstorecover60%oftheoverallpackagingweightandrecycle55%ofthismaterialbytheendof2011.Recyclablematerialsincludeglass,paper/cardboard,lightweightpackaging（plastic,metal）andwood.Withtheexceptionofthislasttypeofmaterial,drop-offsystems,oftenreferredtoaseco-points,allowsforthecollectionofpackagingresidues.

AsinotherEuropeancountries,theIRSPWMreliesontheprincipleofsharedenvironmentalresponsibility.Packersandimportersfinancethesystem,basedonthepolluter-paysprincipleinwhichtheamountandweightofthecorrespondingpackagingmaterial,commonlyknownasthegreenspotvalue,regulatesthefeetheymustpay.Inturn,packersandimportersreceivepermissiontomarktheirpackagingwiththeGreenSpotsymbol,whichshowsthatthesecompaniestransfertheirrecoveryresponsibilitytoGDSandtheIRSPWM.Thedistributionroleensuresthattheircommercialconfinesonlysellnon-reusablepackagingthroughtheIntegratedSystem.TheGDS’sbusinessstructuredoesnotincludemunicipalitiesthoughtheyareresponsiblethroughcontractagreementforthemulti-materialcollectionandsortingofhouseholdpackagingresidues.

Consumersshouldnecessarilyseparateanddisposeoftheirpackagingwasteattheeco-point.Thepackagingmanufacturerscompletethecyclebysecuringtherecyclingofcollectedhouseholdpackaging.TheGDS’soverallmissionistomanagethereversesupplychain,financeandguaranteethefunctioningoftheentiresystem.Thiscorporationinvestsamajorpartofitsannualoverallincometocompensatefortheadditionalcoststhatmunicipalitiesincurwithmulti-materialcollectionandsorting.GDSalsosub-contractstransportationservicesthathandlepackagingresiduesforrecyclingcompaniesandensuresthattheyreceive,storeandrecyclerecoveredmaterial.

3.2Questionnaire

DataofthisresearchresultfrompersonalinterviewsperformedinAprilandMayof2006basedonastructuredquestionnaire.Thequestionnairedesigntookintoaccountanextensivereviewofscientificonrecyclingbehavior,interviewsonkeyelementsofGDSmanagementandbenchmarkstudiescarriedoutinotherEuropeancountries（Spain,ItalyandBelgium）.Thequestionnaireencompassesthreesections.Section1conductsaninquiryofthesocio-demographiccharacteristics:

gender,age,educationalqualification,maritalstatus,occupation,residencetype,homeownershipandfamilymonthlyincome.Section2involveselevenelements（includedintheearlierstudy）characterizingcustomerserviceinthereverselogisticssystemforrecycling:

（1）locationofdisposalrecipients,

（2）frequencyofwastecollection,（3）distancetothedisposalrecipients,（4）numberofdisposalrecipients,（5）cleaningandmaintenanceofdisposalrecipients,（6）localsafety,（7）emptyingregularity,（8）availableinformation,（9）supportandclaimservice,（10）systemadequacytolifestyle,and（11）numberandtypeofsuitablewastematerials.ALikertfive-pointscaleassessestheseelements,rangingfrom1–veryunsatisfiedto5–verysatisfied.Section3lookstomeasureconsumerinvolvementintherecyclingprogramandconsiderstwoquestions.Thefirstmeasurestheself-reportedhouseholdrecyclingbehavior（scale:

1–separatesandselectivelydiscardsrecyclablewaste,0–doesnotseparatesandselectivelydiscardsrecyclablewaste）.Thesecondevaluatesthefrequencyofseparationanddisposalofrecyclablematerialsattheeco-points（scale:

1–never,2–sometimes,3–always）.

3.3Sampleanddata

ThestudypopulationencompassedtheadultPortuguesecitizenslivinginFarocity.FaroisthecapitalofAlgarve,locatedinthesouthernPortugal,comprehendingsixparishes.Farohasatotalpopulationof58350inhabitantsanditsmostimportanteconomicactivitiesaretourismandservices.Fromthispopulation,thestudyselectedarandomsampleof267citizens.Thecalculationofthesampleusedthemostconservativeestimateforasingleproportion（p=0.5）,aconfidencelevelof95%andamaximumerrorof6%.Thestudyusedstratifiedsamplingandthedistributionoftheinterviewsaccordingtoparisheswasproportionaltotheresidentpopulation.Ineachparishthemostimportantshoppingstreetwasselectedasthelocationtoperformtheinterviews.Collegestudentsadministeredthequestionnairestorespondentsinthosestreets,withrespondentschosenatrandom,accordingtoasystematicprocedure.Aquestionnairewasdeliveredtoth