生活中有愈來愈多關於服務時間保證的銷售手法，透過快速服務的提供可以在現今市場激烈的環境下脫穎而出。較快速的允諾服務時間可以吸引更多顧客，但無法及時完成服務的機率（服務達成率）也愈高，當店家頻繁地無法履行承諾時，顧客會逐漸失去對品牌的信心，因此愈低的服務達成率對顧客關係的永續經營恐怕會有負面的影響，公司如何取捨允諾服務時間和服務達成率便是一大問題。
為了解決允諾服務時間和服務達成率的取捨問題，本研究觀察售後服務的服務時間保證以及服務達成率對獲利的影響，另外探討外包策略對獲利及服務水準的影響。本研究分別建立集中式和分散式模型，並加入利潤及成本分享合約進行協調。本研究發現利潤及成本分享合約可以使分散式模型達到集中式模型的結果，創造供應鏈的最大獲利。
本研究亦發現允諾服務時間和服務達成率會因為消費者敏感度的不同而有反向的變化，兩者是無法兼具的。在分散式模型下，外包市場的存在可以解決需求不確定的問題，且可以提升服務水準，而根據外包成本的不同，零售商會有不同的外包決策。透過利潤及成本分享合約可以使分散式供應鏈的成員達到雙贏的局面；此外，當製造商以愈低的批發價及分擔愈高比例的售後服務產能成本時，他可以得到更高比例的零售商獲利，其獲利會愈接近供應鏈的總獲利。

This thesis studied the service commitment of after-sales service and capacity strategies of the retailer under demand uncertainty. In this study, we considered a supply chain of durable products consisting of a manufacturer and a retailer. The retailer sells products with after-sales service to customers whose purchase decision is affected by the retailer’s service commitment. Before the retailer sold products, he should determine the service level of after-sales service as commitments and decide how much capacity to build in advance. This study developed centralized and decentralized models to analyze the supply chain members’ decisions. Furthermore, we constructed the coordination mechanism which combines revenue sharing and cost sharing contracts to coordinate the supply chain. The results showed that the profit in the centralized model is reasonably greater than the decentralized model. And, we found that the supply chain can achieve coordination by setting the wholesale price lower than the product’s manufacturing cost. In considerations of the effect of customers’ sensitivities, we showed that the retailer will depend on customer preferences to determine service commitment.

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