Abstract: Negotiation process contained several alternatives simultaneously. Aiming at this state, a multi-step negotiation process based on multiple restricted factors was proposed. Based on fuzzy set theory, a measurement model to describe negotiators comprehensive and service indexes reputation was built with the feature of multiple criteria. To reflect the negotiation process effect of negotiation costs, a measurement mechanism of negotiation costs was put forward from explicit costs and implicit costs respectively. On this basis, a multiple constraints-based service negotiation model was proposed, and the practical applicability was verified.　

Key words: business service, negotiation model, reputation, negotiation costs

摘要： 针对协商过程可能同时存在多个被选服务的情况，提出了基于多因素约束的多阶段协商流程。针对业务服务多指标的特点，基于模糊集合理论建立了描述协商者综合信誉度和服务指标信誉度的度量模型。为反映协商成本对协商过程的影响，分别从显性成本和隐性成本两个方面提出了协商成本的度量机制。在此基础上，构建了基于多因素约束的服务协商模型，并对其实用性进行了验证。

关键词: 业务服务, 协商模型, 信任, 协商成本