服务外包伙伴关系管理研究  

Research on Outsourcing Partner Relationship Management

作　　者：邬适融[1] 曹扬[1] 

机构地区：[1]上海应用技术学院,上海200235

出　　处：《上海管理科学》2011年第6期1-6,共6页Shanghai Management Science

摘　　要：我国的服务外包产业正处在一个高速发展的关键时期。在面临的诸多问题中,发包商与接包商之间的关系是关系到产业健康发展的重要问题。本文在对国际国内服务外包研究作了综述以后,提出了服务外包业务合作伙伴关系可持续发展问题,并开展了相应的讨论。建立动态博弈模型,促使契约双方顺利履行契约;采用客户关系管理理论和方法,研究客户需求的满足、服务质量的保证,以及持续提高服务满意度和长期价值最大化的问题。并据此提出了一系列相应的策略和建议。The relationship between vendor and clients is the most critical issue about healthy development of service outsourcing industry when it is in a critical period of rapid development. This paper put up how to sustain the relationship of partner based on international and domestic service outsourcing research and discuss correspondingly. It adopted dynamic game model to promote the smooth performance of the contract parties hereto and used consumer relationship management theories and methods to study the satisfaction of consumer demands, guarantee of service quality, improvement of sustainable satisfaction and long term value maximization. Finally it proposes a set of strategies and recommendations accordingly.

关 键 词：服务外包 业务伙伴关系 动态博弈 客户关系管理 

分 类 号：F273.7[经济管理—企业管理]