外文翻译逆向物流回收客户服务决定因素.docx

1、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：Valle O D, Menezes, Reis, et al. Reverse logistics for recycling: The customer serviceJ. International Journal of Business Science & Applied Management, 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： Reverse logist

2、ics for recycling: The customer serviceDeterminantsValle O D, Menezes, Reis1 INTRODUCTIONReverse logistics is the continuous logistic process through which shipped products move from the consumer back to the producer for possible reuse, recycling, remanufacturing or disposal (Johnson, 1998). The Eur

3、opean Working Group on Reverse Logistics (RevLog, 2002)describes reverse logistics as “the process of planning, implementing 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 disposal”. The pur

4、pose of a reverse logistics process is to regain the value of returned materials or provide the means for proper disposal. Forward logistics, in contrast to reverse logistics, focuses on the flow of goods from the producer to the consumer. As Maltz and Maltz (1998)propose,customer service in the for

5、ward 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 as inventory availability, on time delivery and order cycle time reliability. Perceptual elements (or soft serv

6、ice) are those related to the suppliers ability to respond to specific customer requests such as after-sale service and effective handling of information requests. Several authors recognize that customer service is an issue of central concern in logistics research and practice .Reverse logistics sys

7、tems for recycling begin with the consumer and finishes with the end market. These systems can be more or less complex depending on whether they possess intermediate levels, such as, the collection level, the transfer level and the processing level. Consumers have a particularly important role in th

8、is reverse logistics system since they are the first link in the overall logistics chain. Without consumer participation (through the sorting and disposing of recyclable materials), this system would not be possible. By providing a convenient system, customer service becomes the touchstone in creati

9、ng value for consumers as well as in securing their participation (Turner et al., 1994). As recently pointed out, most research in the reverse logistics field is essentially descriptive and based on subjective evidence rather than on theoretical bases (Alvarez-Gil et al., 2007). In terms of the reve

10、rse logistics systems for recycling, one gap that remains open is the comprehensive investigation 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 customer ser

11、vice elements and, thus, that require more attention and investment. 2 BACKGROUND ON REVERSE LOGISTICS FOR RECYCLINGRecycling 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 other industries (RevLog, 2002).

12、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 reprocessing. The second is the reprocessing stage from the collection of materials to the replacement of primary r

13、aw materials. Some of the studies that address the organization of recycling networks 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 notio

14、n are 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 the recycling process itself. For recycling to be economically viable, a significant a

15、mount of discarded products (or parts) need to be processed. 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, when and where), the available i

16、nformation and communication systems (e.g., software, data requirements), the logistical implications of recycling, and the implementation of programs to increase the demand of recyclable materials. 3METHODS3.1 SettingThe Green Dot Society (GDS) is a private company, created in 1997 with the purpose

17、 of managing the Integrated 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 composed of three holdings that represent almost 200 companie

18、s. The first holding represents the packagers/importers, the second represents the distribution and retail trade, and the third represents the manufacturers and recyclers of packaging material. In compliance with national legislation, GDS aims to recover 60% of the overall packaging weight and recyc

19、le 55% of this material by the end of 2011. Recyclable materials include glass, paper/cardboard, lightweight packaging (plastic, metal) and wood. With the exception of this last type of material, drop-off systems, often referred to as eco-points, allows for the collection of packaging residues.As in

20、 other European 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 packaging material, commonly known as the green spot value, regulat

21、es 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 companies transfer their recovery responsibility to GDS and the IRSPWM. The distribution role ensures that their commercial confines only sell non-re

22、usable packaging through the Integrated System. The GDSs business structure does not include municipalities though they are responsible through contract agreement for the multi-material collection and sorting of household packaging residues.Consumers should necessarily separate and dispose of their

23、packaging waste at the eco-point. The packaging manufacturers complete the cycle by securing the recycling of collected household packaging. The GDSs overall mission is to manage the reverse supply chain, finance and guarantee the functioning of the entire system. This corporation invests a major pa

24、rt of its annual overall income to compensate for the additional costs that municipalities incur with multi-material collection and sorting. GDS also sub-contracts transportation services that handle packaging residues for recycling companies and ensures that they receive, store and recycle recovere

25、d material.3.2 QuestionnaireData of this research result from 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 elements of GDS management

26、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 characteristics: gender, age, educational qualification, marital status, occupation, residence type, home own

27、ership and family monthly income. Section 2 involves eleven elements (included in the earlier study) characterizing customer service in the reverse logistics system for recycling: (1) location of disposal recipients, (2) frequency of waste collection, (3) distance to the disposal recipients, (4) num

28、ber of disposal recipients, (5) cleaning and maintenance of disposal recipients, (6) local safety, (7) emptying regularity, (8) available information, (9) support and claim service, (10) system adequacy to lifestyle, and (11) number and type of suitable waste materials. A Likert five-point scale ass

29、esses these elements, ranging from 1very unsatisfied to 5very satisfied. Section 3 looks to measure consumer involvement in the recycling program and considers two questions. The first measures the self-reported household recycling behavior (scale: 1 separates and selectively discards recyclable was

30、te, 0does not separates and selectively discards recyclable waste). The second evaluates the frequency of separation and disposal of recyclable materials at the eco-points (scale: 1never, 2sometimes, 3always). 3.3 Sample and dataThe study population encompassed the adult Portuguese citizens living i

31、n Faro city. Faro is the capital of Algarve, located in 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 sample of 267 citizens.

32、The calculation of the sample used the most conservative estimate for a single proportion ( p = 0.5), a confidence level of 95% and a maximum error of 6%. The study used stratified sampling and the distribution of the interviews according to parishes was proportional to the resident population. In each parish the most important shopping street was selected as the location to perform the interviews. College students administered the questionnaires to respondents in those streets, with respondents chosen at random, according to a systematic procedure. A questionnaire was delivered to th