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題名：關係品質在服務外包對組織績效的影響效果之研究--以交通部暨所屬機關為例
書刊名：臺灣管理學刊
作者：林隆儀／李水河
作者(外文)：Lin, Long-yi／Lee, Shui-ho
出版日期：2005
卷期：5:1
頁次：頁75-99
主題關鍵詞：外包；降低成本；服務品質；關係品質；Outsourcing；Reducing cost；Service quality；Relationship quality
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(8) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:8
  • 共同引用共同引用:153
  • 點閱點閱:39
近年來，外包機制已成為一股新興的管理風潮，我國政府為提升組織績效亦師法企業界的作法，將公務部門中之非核心項目改以外包的方式，交由專業廠商代為執行，期能降低成本與提升服務品質。本研究係以交通部暨其所屬機關之總務與資訊主管為調查對象，探討公務部門將機關內之非核心作業改以外包方式辦理後，對組織績效之影響。本研究採用郵寄問卷調查法，共寄出196份問卷，回收有效問卷161份，所蒐集的資料採用相關分析與簡單迴歸分析對各研究假說加以驗證結果發現：（1）服務外包與降低成本之間呈顯著的正向影響關係，但服務外包與服務品質之間卻呈現微弱的負相關。（2）關係品質對降低成本與服務品質之間均呈顯著的正向影響關係，此一實證結果說明了公務部門如能與外包商維持良好的關係，將有助於改善服務品質與降低成本。
In recent years, our government tries to use the outsourcing mechanism as private business to outsource its non-core activities to professional firms in order to reduce cost and improve service quality, since outsourcing has been becoming a new trend of modern management. The purpose of this study is to explore the influence of public sectors’ outsourcing its non-core activities to professional firms to achieve the goals of reducing cost and improving service quality. The targets of this study are directors of general affairs and information management of Ministry of Transportation and Communications with affiliated authorities. A postal survey is undertaken in this study, 196 questionnaires were mailed, and 161 effective questionnaires were received. Correlation analysis and simple regression analysis were adopted to examine all hypotheses in this study. The results of this study indicate that (1) there is positive relationship between service outsourcing and reducing cost. But, there is weakly negative relationship between service outsourcing and service quality. (2) the relationship quality is positively related to reducing cost and improving service quality. This result explored that if public sectors maintain a nice relationship with the outsourcing contractors, then both goals of reducing cost and improving service quality will be achieved.
期刊論文
1.Westbrook, R. A.(1981)。Sources of Consumer Satisfaction with Retail Outlet。Journal of Retailing，60(3)，68-85。  new window
2.Quinn, J. B.、Hilmer, F.(1999)。Strategic outsourcing。Sloan Management Review，35(4)，43-45。  new window
3.Williams, J. R.(1992)。How Sustainable Is Your Competitive Advantage?。California Management Review，34(3)，29-51。  new window
4.Kakabadse, A.、Kakabadse, Nada K.(2002)。Trends in outsourcing: contrasting USA and Europe。European Management Journal，20(2)，189-198。  new window
5.Lacity, M. C.、Hirschheim, R.(1993)。The Information Systems Outsourcing Bandwagon: Look before You Leap。Sloan Management Review，35(1)，72-86。  new window
6.Barthélemy, J.(2001)。The Hidden Costs of IT Outsourcing。Sloan Management Review，42(3)，60-69。  new window
7.Lee, Jae-Nam、Kim, Young-Gul(1999)。Effect of Partnership Quality on IS Outsourcing Success: Conceptual Framework and Empirical Validation。Journal of Management Information Systems，15(4)，29-61。  new window
8.Mohr, Jakki J.、Spekman, Robert E.(1994)。Characteristics of Partnership Success: Partnership Attributes, Communication Behavior, and Conflict Resolution Techniques。Strategic Management Journal，15(2)，135-152。  new window
9.Coase, Ronald H.(1937)。The Nature of the Firm。Economica，4(16)，386-405。  new window
10.Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations。Journal of Marketing Research，29(3)，314-328。  new window
11.Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing，14(8)，737-764。  new window
12.Homans, George Casper(1958)。Social Behavior as Exchange。American Journal of Sociology，63(6)，597-606。  new window
13.Williamson, Oliver E.(1979)。Transaction-Cost Economics: The Governance of Contractual Relations。The Journal of Law and Economics，22(2)，233-261。  new window
14.Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing，54(1)，42-58。  new window
15.Sharpe, Murem(1997)。Outsourcing, Organizational Competitiveness and Work。Journal of Labor Research，18(4)，535-549。  new window
16.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
17.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
18.Barney, Jay B.(1991)。Firm Resources and Sustained Competitive Advantage。Journal of Management，17(1)，99-120。  new window
學位論文
1.連世銘(2001)。服務業導入ISO9000系列品保制度對經營績效之影響模式研究(碩士論文)。大葉大學。  延伸查詢new window
2.孫思源(2001)。由社會交換理論探討資訊系統委外合夥關係之影響因素(博士論文)。國立中山大學。new window  延伸查詢new window
圖書
1.許士軍(2003)。管理辭典。台北市：華泰文化事業股份有限公司。  延伸查詢new window
2.邱皓政(2002)。量化研究統計分析：SPSS中文視窗版資料分析範例解析。臺北：五南。  延伸查詢new window
3.Levitt, Theodore(1986)。Relationship management: the marketing imagination。New York：Free Press。  new window
4.李長貴(1997)。績效管理與績效評估。台北：時英出版社：華泰文化事業公司。  延伸查詢new window
5.林清河、吳萬益(2002)。行銷研究。臺北市：華泰文化事業股份有限公司。  延伸查詢new window
6.Buell, Victor P.(1984)。Marketing management: a strategic planning approach。New York：McGraw-Hill。  new window
7.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。  new window
8.江岷欽、劉坤億(19990000)。企業型政府：理念．實務．省思。臺北：智勝文化。new window  延伸查詢new window
9.Gronroos, Christian(1982)。Strategic Management and Marketing in the Service Sector。Swedish School of Economics and Business Administration。  new window
10.周文賢(2002)。多變量統計分析：SAS/STAT使用方法。智勝文化事業有限公司。  延伸查詢new window
11.Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
其他
1.杜壯(2000)。服務復原管理概念性模式之建構。  延伸查詢new window
2.辛雲光(2002)。營養非營利組織經營績效因素之探討--以救國團青年活動中心為個案分析。  延伸查詢new window
3.余峻瑜譯、Heywood、J.Brian 原著(2003)。企業外包致勝--高績效低成本的委外經營模式。  延伸查詢new window
4.林文寶(2002)。關係品質與行銷績效關聯性之研究。  延伸查詢new window
5.林佑達(2001)。關係品質與行銷譏笑關連性之研究。  延伸查詢new window
6.林隆儀(2002)。不同聯盟型態之下經濟又因與信任之重要性研究。  延伸查詢new window
7.李宗勳(2002)。政府業務委外經理論與實務。  延伸查詢new window
8.吳采菽、李建復(1991)。九○年代的服務業--資訊系統資源外包。  延伸查詢new window
9.洪漢榮(2002)。美術館工辦民營之研究兼論國立台灣美術館案例。  延伸查詢new window
10.徐綺憶(1999)。資運系統委外程度與績效之影響因素：一個二階層的實證性研究。  延伸查詢new window
11.馬嘉應(2003)。企業核心優勢與效益提升策略早餐會，台北。  延伸查詢new window
12.許龍(2003)。集合所有力量作爲成功的泉源。  延伸查詢new window
13.彭志宏(2002)。關係品質對廠商中程度之影響--系統整合廠商為例。  延伸查詢new window
14.黃心恬(2002)。CRM氣候、關係品質與組織績效之研究。  延伸查詢new window
15.黃營杉、汪志堅編譯、Kerlinger, Fred N.、Howard B. Lee原著(2002)。研究方法(Foundations of Behavioral Research 4th Edition)。  延伸查詢new window
16.劉明德(2002)。台灣微波通訊產業的分工競合分析。  延伸查詢new window
17.潘啟銘(1998)。資訊業務整體委外，啟動政府再造工程。  延伸查詢new window
18.盧娜譯、Gay, Charles L、James Essinger原著(2001)。企業外包模式--如何利用外部資源提升競爭力。  延伸查詢new window
19.謝依辰(2002)。從關係行銷觀點探討資訊系統之委外成效。  延伸查詢new window
20.Bailey, W. J., Masson, R., & R. Raeside(1998)。Choosing successful technology development partners: a best practice model。  new window
21.Bailey, W. J., Masson, R., & R. Raeside(2002)。Outsourcing in Edingburgh and the Lothians。  new window
22.Cross, J.(1995)。IT outsourcing: British Petroleum’s Competitive Approach。  new window
23.Etgar, M.(1979)。Sources and Types of Intra-channel Conflict?。  new window
24.Grover, V., M. Cheon and J. Teng(1996)。The Effect of Service Quality and Partnership on The Outsourcing of Information System Function。  new window
25.Kiepper, R.(1995)。The Management of Partnering Development is I/S Outsourcing。  new window
26.Kotter, J. P.(1979)。Managing External Dependence。  new window
27.McHugh, P., G. Merli & W. A. Wheeler III(1995)。Beyond Business Process Reengineering Toward the Holonic Enterprise。  new window
28.Quinn. J. B., T. L. Doorley & P. C. Paquett(1990)。Technology in Services: Rethinking strategics focus。  new window
29.Ray, Daniel(1995)。Outsourcing Can Cut Costs。  new window
30.Robbins, S. P. and M. Coulter(2002)。Management 7th edition。  new window
31.Smith, J. B.(1998)。Buyer-Seller Relationship: Bonds, RelationshipManagement and Quality。  new window
32.Teng, J. T. C., M. J.Cheon & V. Grover(1995)。Decisions to Outsource Information Systems Functions。  new window
 
 
 
 
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