服务质量、关系质量与中国承接离岸服务外包绩效影响因素研究  

Outsourcing Quality,Partnerships,and the Influence Factors of China Offshore Outsourcing Performance

作　　者：王昌林[1] 沈鹏熠[1] 

机构地区：[1]华东交通大学,南昌330013

出　　处：《工业技术经济》2012年第12期71-80,共10页Journal of Industrial Technological Economics

基　　金：2010年国家社会科学基金青年项目"中国承接离岸服务外包策略研究"(项目编号:10CGL031)的阶段性研究成果

摘　　要：在文献研究和调研访谈的基础上构建了中国承接离岸服务外包绩效及其影响因素研究模型,并通过对中国离岸服务外包企业的问卷调查数据,对研究模型进行了实证检验和分析。通过对服务质量影响因素模型、伙伴关系质量影响因素模型和外包绩效影响因素模型3个子回归模型的分析,结果显示对外包绩效有主要直接影响的依次是人才资源、政策支撑力度、经济与产业基础以及外包服务质量、伙伴关系质量2个中介因素,而市场竞争能力、技术资源与水平、文化沟通与协作、运营管理主要通过外包服务质量和伙伴关系质量这2个中介因素影响绩效。Through document research and interview research,we build a research model for China offshore outsourcing performance and its impact factors.Then,based on the survey data of Chinese offshore outsourcing corporate,we carry out an empirical study on the research model.We analyze three regression models,outsourcing quality impact factor,outsourcing partnerships impact factor,and outsourcing performance impact factor.The result indicates that the direct impact factors to the offshore outsourcing performance are human resources,policy support efforts,economic and industrial base,and outsourcing quality and partnerships factors.As the intermediate factors,just through the last two factors,the market competitiveness,technical resources,cultural communication and collaboration,and operation management factors have influence on the outsourcing performance.

关 键 词：离岸服务外包 外包绩效 影响因素 关系质量 服务质量 

分 类 号：F752.68[经济管理—国际贸易]