1、 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： Revers
2、e logistics for recycling: The customer service Determinants Valle O D, Menezes, Reis 1 INTRODUCTION Reverse 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, 19
3、98). The European 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 dispos
4、al”. The purpose 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 servic
5、e 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 as inventory availability, on time delivery and order cycle time reliability. Perceptual elements (
6、or soft service) 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
7、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 possess intermediate levels, such as, the collection level, the transfer level and the processing level. Consumers have a particularly importa
8、nt role in this 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 touchst
9、one in creating 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 term
10、s of the reverse 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
11、 customer service elements and, thus, that require more attention and investment. 2 BACKGROUND ON REVERSE LOGISTICS FOR RECYCLING 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 other industries (R
12、evLog, 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 reprocessing. The second is the reprocessing stage from the collection of materials to the replacemen
13、t of primary raw 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
14、 to this notion 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
15、 significant amount 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), t
16、he 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 materials. 3METHODS 3.1 Setting The Green Dot Society (GDS) is a private company, created in 1997
17、with the purpose 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 companies. The first holding represents the packagers/importers, the second represents the distribution and retail trade, and the third represents the manufacturers and
