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Repair Of Trust Relationship In BPO:a Multi-case Study In China

Posted on:2014-01-07Degree:MasterType:Thesis
Country:ChinaCandidate:Z C LiFull Text:PDF
GTID:2249330395492380Subject:Technical Economics and Management
Abstract/Summary:PDF Full Text Request
In the era of outsourcing, outsourcing has become a universal recognition of the enterprise management methods. Business process outsourcing (BPO) is the expansion of the information technology outsourcing (ITO). Service providers not only provide information technology services for our customers, but also provide a variety of IT-based business process services. With low consumption of resources, employment opportunities, comprehensive benefits, business process outsourcing to create conditions to promote the transformation of China’s economic structure, promote industrial upgrading.Despite the rapid growth in the number of business process outsourcing enterprise, but the Chinese business process outsourcing enterprise is still in its infancy, many foreign companies in a wait state when multi-access package, which was mainly due to China’s access package ignored established outsourcers for long-term stable relationship of trust. An exploratory study in this field, and theoretically better solution for business process outsourcing companies outsourcing trust repair provides theoretical support, which guide the practical activities of business process outsourcing enterprises dealing with outsourcers.Selected representative of four furniture business process outsourcing enterprise as an object of study, the use of multi-case analysis methods, this study discussed bilateral perspective from the relying party and the relying party trust in the relationship between business process outsourcing repair process, and establish a businessprocess outsourcing companies in the theoretical models of trust and relying party trust repair pathway. The first business trust, trust relationship of trust repair process outsourcing and business process outsourcing literature review. Second preliminary theoretical framework of this article, and explain the framework of variables. Third, clear case selection criteria and a number of studies. Finally, the theoretical model, summary of research findings, and propose practical inspiration and directions for future research.Main proposition of this paper are:(1) different the trust trust repair mechanisms of the three types of trust in calculus-based trust,knowledge-based trust and identification-based trust;(2) dependence between the organizations higher the repair willingness to higher, dependence between the organizations lower the repair willingness to lower(3) trust after the destruction of the incident, the parties will produce cognitive behavioral;(4)bilateral interactive communication effectiveness and emotional behavior; higher and more conducive to both sides of the trust relationship repair;(5) undermine trust in the party will experience a negative state, the status attributed state of repair and state to restore the four stages;(6) destruction will locate, controllability and stability of three events contrary to the trust attributed;(7) trust repair, including the repair of affective and cognitive repair;(8) to restore the trust needed to eliminate mistrust and prove the trustworthiness.The innovation of this paper is to integrate existing theory, to do a more comprehensive and in-depth exposition of trust repair mechanism. This article can be provided for the development of our business process outsourcing enterprises revelation of customer relationship management.
Keywords/Search Tags:Business process outsourcing, trust, trust repair, casestudies
PDF Full Text Request
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