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Research On Trust-building And Mechanism Of Action In Service Outsourcing Relationship

Posted on:2013-08-23Degree:MasterType:Thesis
Country:ChinaCandidate:D LangFull Text:PDF
GTID:2269330392965763Subject:Business management
Abstract/Summary:PDF Full Text Request
With the transfer of the global industrial, our booming economy and the great supportfrom our government to service outsourcing industry, our service outsourcing business growsrapidly. Under the situation of the rapid development of the service outsourcing, the servicereceiver and provider have a frequent contact, during the process some questions or frictionmay happen, and the complexity of service outsourcing is gradually enhanced with the rapiddevelopment of global service outsourcing and the characteristic of multi-agent network. Thecurrent key problems are how to deal with the bilateral or multilateral relationship and maintainlong-term harmonious cooperative partnership.Research on service outsourcing relationship, firstly have to identify its key effectivefactors, mainly including trust, cultural differences, communication and social network,etc.With the focusing on building a flexible outsourcing relationship, form an effective relationshipbased on trust is regarded as the key point to a successful outsourcing. Therefore, this textemphasis on the research of trust’s effects on service outsourcing relationship.Firstly, read lots of literatures about trust.On the basis of predecessors, identify the conceptand classification of trust,and do research on the effective factors and classification of trust inthe fields of service outsourcing relationship, which make a systematic and thorough carding.On that basis, form the key factors model of trust-building, the effective factors model of threetypes of trust and the dynamic variation model of three types of trust in service outsourcing.Secondly, collect data though the method of questionnaire, and confirm the key factors oftrust-building in service outsourcing by way of exploratory factor analysis and confirmatoryfactor analysis.Analyse the effective factors of calculus-based trust, ability-based trust andkindness-based trust though the structure equation model. Analyse the dynamic variation ofcalculus-based trust, ability-based trust and kindness-based trust. Explore the relationshipamong initial trust, ongoing trust and outsourcing performance.Finally, reach the main conclusions of research: the key effective factors of trust-building include reputation, communication, service capability, relational network, conflict resolutionand knowledge sharing. During initial stage of the development of relationship are mainlyrepresented as calculus-based trust and ability-based trust, but in the ongoing stage are mainlyshowed as ability-based trust and kindness-based trust. Further more, calculus-based trust canbe built by reputation,communication and relational network, reputation, communication andservice capability will bring ability-based trust, relational network, conflict resolution andknowledge sharing can bring kindness-based trust. Moreover, initial trust can significantlyimpact ongoing trust and outsourcing performance, meanwhile, ongoing trust also can bringgreat influence on initial trust and outsourcing performance.
Keywords/Search Tags:service outsourcing, outsourcing relationship, trust, empirical research
PDF Full Text Request
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