组织内业务/IT关系、IT外包关系的治理与服务质量  

Client-internal Business/IT Alignment,Governance of IT Outsourcing Relationships and Service Quality

作　　者：梅姝娥[1] 谢刚[1,2] 

机构地区：[1]东南大学经济管理学院,南京210096 [2]江苏大学管理学院,镇江212013

出　　处：《管理评论》2013年第7期132-142,共11页Management Review

基　　金：国家自然科学基金项目(70671024)

摘　　要：为研究外包商组织内部的业务与IT关系对IT外包服务质量的作用及其影响机制,基于社会资本观、交易成本理论和关系交换理论,将外包商组织内业务/IT关系和外包关系的治理机制联系起来,构建了基于社会观的业务/IT关系、合约治理、关系机制和服务质量之间关系的研究模型。应用结构方程模型对220家企业的样本数据进行分析,结果表明IT外包商内部的业务单元和IT单元之间的知识分享和关系互动能够完善服务水平协议和促进外包商与服务商之间的信息分享,完备的服务水平协议和良好的信息分享增进了组织间承诺,进而提高服务质量。因此,外包商积极推动业务单元和IT单元之间的知识分享和交流惯例,从而提高外包关系的治理水平,是获得良好服务质量的有效途径。This paper focuses on exploring the role of client-internal business/IT alignment and how it affects the service quality of IT outsourcing. Based on an integrative view of Social Capital Theory, Transaction Cost Economics and Relational Exchange Theory, a research model is built which interrelates business/IT alignment from Social Capital View, contract governance, relational mechanism and service quality. The model is empirically tested using data collected from 220 client firms. The result suggests that knowledge exchange and interaction between business unit and IT unit in client firm will develop SLA and promote information sharing between client and vendor, then improve commitment between organizations, and at last improve service quality. Therefore, it is an effective way to enhance service quality by vigorously facilitating knowledge transfer and communicational practices between business unit and IT unit in client firm and then improving governances of IT outsourcing relationships.

关 键 词：IT外包 业务 IT关系 合约治理 关系机制 服务质量 

分 类 号：F270.7[经济管理—企业管理]