How to Select IT Service Providers for the SMEs: An Empirical Study Based on Knowledge Transfer

With the development of the knowledge-based economy, knowledge has become the most important strategic resource which can help the organization obtain and maintain its competitive advantage. In the face of current economic situation, IT outsourcing service has become a necessary strategy choice for small and medium enterprises to survive and develop. IT service providers must keep on organizational learning in order to work better for small and medium enterprises. This paper put forward a model of organizational learning ability of IT service providers and the customer perceived service quality based on the knowledge transfer. The knowledge transfer mediated the relationship between IT service provider's organizational capability and the customer perceived service quality. IT service provider's organizational capability did not influence on the customer perceived service quality directly.