Critical success factors in relationship management for services outsourcing

被引：21

作者：

Rhodes, Joan ^{[1
]}

Lok, Peter ^{[2
]}

Loh, Wilson ^{[3
]}

Cheng, Vincent ^{[4
]}

机构：

[1] Macquarie Univ, MGSM, N Ryde, NSW, Australia

[2] Univ Sydney, ITLS, Sch Business, Sydney, NSW 2006, Australia

[3] Oracle, Singapore, Singapore

[4] Macao Univ Sci & Technol, Macau, Peoples R China

来源：

SERVICE BUSINESS | 2016年 / 10卷 / 01期

关键词：

Services outsourcing; Customer value; Relationship interaction; Relationship quality; Outsourcing motives; BUYER-SUPPLIER RELATIONSHIPS; CUSTOMER-PERCEIVED VALUE; RELATIONSHIP QUALITY; BUSINESS MARKETS; VALUE CREATION; LONGITUDINAL ANALYSIS; PERFORMANCE; MODEL; PERSPECTIVE; COMMUNICATION;

D O I：

10.1007/s11628-014-0256-8

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study examines the relationship between outsourcing motives, supplier-customer relationship and perceived customer value in non-core services outsourcing. 1,757 companies were randomly selected. 234 valid questionnaires were returned (13.4 % response rate). The structural equation method was used to obtain the best fit model. The most significant contribution of this study is that 'relationship interaction' (communication, cooperation, coordination, collaboration, conflict resolution and integration activities) has a greater impact on customer perceived value than 'relationship quality' (loyalty and trust) in services outsourcing. The perceived customer value is reflected in improved services quality, reliability and agility rather than the expected cost savings.

引用

页码：59 / 86

页数：28

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