Abstract: In order to research the pricing strategy of time slot for internet retailing delivery, combined with the dual-objective of customer satisfaction and benefits, a customer satisfaction model is given according to the price, delivery time length and the width which based on the expectation disconfirmation theory and Analytic Hierarchy Process（AHP）. Based on the revenue management theory, a 0-1 variable is introduced in order to given a revenue model that considering the opportunity cost and additional cost. A time slot pricing model under dual-objective is given according to the different revenue preference of retailers. The paper analyzes the influence of the pricing and revenue from the different revenue preference of retailers through the case analysis; according to the characteristics of randomness customer choice, the pricing strategy of time slot is analyzed under different delivery time length and the sensitivity of time slot, as well as the influence of customer satisfaction and revenue from different customer arrival rate.

Key words: Internet retailing, customer satisfaction, time slot, pricing strategy, delivery time

摘要： 为研究网络零售配送时隙的定价问题，结合客户满意度和收益双重目标，根据预期不确认理论和层次分析法给出了基于价格、交付期长度和宽度的客户满意度模型。基于收益管理理论，引入0-1变量，给出了考虑机会成本及额外成本的收益模型。根据零售商不同的收益偏好给出了双目标条件下的时隙定价模型。通过算例模拟分析了不同的零售商收益偏好对于时隙定价以及收益的影响；根据客户在线时隙选择随机性的特点，分析了在不同交付期长度及敏感度下的时隙定价策略，以及不同的客户到达率对于收益、客户满意度的影响。分析结果得出了考虑客户满意度和不同影响因素下的时隙定价策略，以及一系列比较有指导意义的性质和方法。

关键词: 网络零售, 客户满意度, 时隙, 定价策略, 交付期