中文摘要：

服务供应链在提供集成化服务过程中具有显著的多任务特性,论文在分析服务供应链运作特点的基础上,基于多任务委托代理模型对服务供应链激励机制设计与优化进行了研究。研究表明：服务性质、多任务观测性差异、任务投入关联性对激励效能具有显著影响甚至引发激励失效。在此基础上,从服务过程监控和主观评价引入两个角度提出激励机制优化思路并进行了模型优化设计：服务过程监控实施在提高双边收益的同时将任务替代性关系转变为互补性关系,有效提高了激励效能;主观评价的引入模糊化了收益与客观绩效的关系,一定程度上解决了服务绩效难以观测和服务提供商的投入偏好问题,提高了系统绩效。

英文摘要：

The service supply chain has a significant multi-task characteristic in the process of providing integrated services. The paper analyzes the operational characteristics of the service supply chain. Based on the multi-task principal-agent model, the design and optimization of the service supply chain incentive mechanism are studied. Research shows that the nature of service, multi-task observation difference and task relevance have significant impacts on the incentive efficiency and even lead to incentive failure. On this basis, the optimization model is introduced from two perspectives： service process supervision and subjective evaluation introduction. The implementation of service process supervision transforms the task alternative relationship to task complementary relationship as well as improves bilateral revenues; subjective evaluation fuzz the relationship between the revenues and the objective performance, and this has solved the problem that the performance is difficult to observe and the service provider＇s investment preference.