IT外包中企业绩效的影响因素实证研究

在已有文献的基础上,识别了关系治理的三个维度：良好冲突处理、相互依赖和关系规范,并从关系治理角度出发,构建了IT外包企业绩效影响因素的概念模型。通过对北京、上海和西安三地20多家外包企业进行问卷调查,利用结构方程模型进行实证分析。实证结果表明：信任、承诺和知识共享对企业绩效有显著的正向影响,其中信任和承诺对企业绩效的影响既有直接的影响又有间接的影响,知识共享对企业绩效有直接的影响;信任、承诺和知识共享具有很强的中介作用,良好冲突处理和相互依赖以信任、承诺和知识共享为中间变量间接影响企业绩效,关系规范以承诺和知识共享为中间变量间接影响企业绩效。     

组织承诺维度及其对角色和角色外绩效的影响

通过267份组织承诺和253份工作绩效匹配的问卷调查数据的验证性因素分析显示,组织承诺是一个三维结构模型回归分析发现,感情承诺通过规范承诺中介效应对角色绩效和角色外绩效产生影响,而持续承诺与角色绩效不相关,与角色外绩效负相关.本研究的目的就是验证Allen和Meyer(1991)三维度组织承诺结构模型,检验三维组织承诺对工作绩效的影响.文章最后讨论了研究结果的理论、实证和实践的意义.     

企业-供应商关系与合作绩效路径模型实证研究

企业与供应商的合作已成为中国企业运营的重要方式,企业与供应商的关系成为双方合作成功的关键.依据相关理论分析提出假设路径模型,针对 139 家企业的 260 份有效问卷的调查数据,运用因子分析的方法,证实中国企业-供应商关系包括信任、信息共享、承诺和依赖4个维度,合作包括直接合作和间接合作两个途径,然后进行信度和效度检验.针对提出的假设模型,运用结构方程模型的方法进行假设检验和路径分析.实证结果表明,企业与供应商双方的信任通过直接合作和间接合作的途径对企业合作绩效具有直接和间接的正向影响,且影响程度不同;信息共享通过直接合作途径对合作绩效具有间接影响;双方的承诺通过间接合作对合作绩效具有间接影响;双方的依赖程度对合作绩效的影响不显著.研究结果为管理者提供了提高企业合作绩效的方法和启示.     

外部社会资本与集群企业创新绩效的关系:知识溢出与学习效应的影响

以知识溢出、学习效应为中介变量,研究跨国公司主导下外部社会资本对集群创新的影响.基于上海浦东ICT集群的实证研究显示,外部社会资本的3个维度均不直接影响集群企业的创新绩效,而是通过知识溢出和学习效应间接产生影响.其中,外部结构资本通过知识溢出和学习效应间接影响集群企业创新绩效;外部关系资本和外部认知资本通过知识溢出间接影响集群企业创新绩效.     

边界人员角色模糊及其结果:管理控制及其与角色导向匹配的作用

不同于以往研究的企业内部视角,本文聚焦于渠道关系中边界人员的角色模糊问题,实证检验了不同管理控制方式及其与边界人员角色导向的匹配对边界人员角色模糊感知的影响,同时检验了边界人员角色模糊对工作绩效和关系满意的影响。研究发现,结果控制与行为控制都会减少边界人员角色模糊。管理者的结果控制与朋友角色导向的边界人员相匹配,有利于减少角色模糊。角色模糊不利于提升边界人员的工作绩效和关系满意。在此基础上,对研究结果及理论意义进行了讨论,并给出相应的管理建议和未来研究方向。     

物流服务业服务品牌对客户关系感知的影响研究

从实证角度研究了物流服务业品牌对客户关系感知的影响。构建了包括专业技能、企业声誉、企业承诺和沟通4个要素的物流服务品牌概念模型,通过对物流行业的客户进行问卷调查,运用结构方程模型展开实证研究。研究结果显示,声誉对质量感知有显著影响,专业技能和承诺对客户信任有显著影响,沟通对质量感知和客户信任均具有显著影响。     

关系质量、关系行为与物流外包绩效——基于中国制造企业的实证研究

本文提出了物流外包情境下关系质量的六个维度:信任、承诺、依赖、专用性投资、感知的机会主义行为和创新;构建了以关系行为为中间变量的关系质量提升物流外包绩效的理论模型,并以492家中国制造企业为研究样本进行实证检验。研究结果表明,关系质量对物流外包绩效有显著直接正向影响,也通过作用于关系行为的中间过程对物流外包绩效产生间接影响;信任、专用性投资、创新对关系行为的正向影响显著;感知的机会主义行为对关系行为具有显著的负向影响;承诺和依赖对关系行为的影响均不显著。     

3PL整合：关系因素与运营结果

从规范性关系承诺和工具性关系承诺两个维度探讨影响信息共享和流程协调的关系因素,研究两种整合方式对3PL用户绩效的作用以及不同绩效之间的关系。基于361家企业数据,采用结构方程模型方法,建立关系承诺－3PL整合－绩效的模型,验证三者之间的关系。研究结果表明,规范性关系承诺正向影响信息共享和流程协调,而工具性关系承诺对二者没有显著影响;信息共享促进3PL用户的配送绩效,流程协调对3PL用户的配送绩效和弹性绩效均有促进作用;信息共享和流程协调不能直接影响3PL用户的财务绩效,但通过配送绩效和弹性绩效间接影响财务绩效。研究结果对中国企业的3 PL管理实践具有指导意义。     

供应链信息共享影响因素、信息共享程度与企业运营绩效关系研究

以广东省珠三角地区制造企业为调查对象,对供应链信息共享影响因素、信息共享程度与企业运营绩效之间的关系进行了实证研究.研究结果表明:供应链伙伴特性对信息共享程度与企业运营绩效均有显著的正向影响;供应链伙伴关系不仅通过信息共享间接影响到企业运营绩效,而且直接影响到企业运营绩效;供应链伙伴间信息化水平落差越小,伙伴间信息共享程度与企业运营绩效就越好;供应链伙伴关系对企业运营绩效有显著的正向影响.鉴于此,企业在选择供应链合作伙伴时应着重考虑伙伴特性与信息化水平落差;企业应加强供应链伙伴关系建设,尤其应重视伙伴间信任关系的建立;企业应加强与供应链上下游伙伴之间信息共享与交流.     

风险环境下企业信息系统项目控制对绩效的影响机制研究:基于项目经理和用户代表的双重视角

虽然当前项目管理水平不断提高,但是企业信息系统项目实施的成功率仍然不容乐观。项目干系人缺乏准确的相互认知和角色定位,以及风险与控制的关系无法有效处理是导致项目绩效偏低的重要原因。为了从不同视角探索风险和控制对企业信息系统项目绩效的共同作用,通过对65位项目经理和63位用户代表所经历的128个项目的调查,利用结构方程模型进行实证分析,并采用层次回归分析技术进行检验。实证结果表明,正式控制和非正式控制对信息系统项目绩效都具有积极的影响,但是项目经理认为正式控制具有更加重要的作用,而用户代表认为非正式控制的作用更为显著。此外,项目经理和用户代表均认为组织风险和技术风险会减弱正式和非正式控制对绩效的有效作用。因此在控制方式的选择和组合上不仅要基于项目自身的特点,而且要基于干系人的角色。同时,信息系统项目绩效并非单纯由成功或失败因素所决定,而是取决于两类因素的均衡程度。研究结论为信息系统项目的风险控制提供了全新的理论依据和决策支持。     

动态营销范式下中国服务业顾客满意形成机制研究

尝试分析两大营销范式涉及的多个变量:服务质量(硬质量、软质量)、顾客信任(销售员信任、服务商的信任)、感知价值、顾客承诺和总体满意,并展示它们之间的关系.同时,提出了一个整合模型并建立了反映以上变量关联的一系列假设,通过实证研究验证了消费者满意的结构方程模型(SEM).最后,为企业赢取顾客满意提出了建议.     

Getting Buy-In at the Executive Level

This paper provides three different perspectives on Organizational Behavior Management: the consumer, the salesperson and the program implementor. The consumer view emphasizes the need for technology to develop human resources and an organizational culture in which they can work effectively. The sales approach describes packaging, marketing and direct sales as critical components in an effective program. Finally, the implementation perspective emphasizes customer involvement in program design and implementation and methods of obtaining full support from the customer once the procedures are initiated.     

Trust and Information Sharing in Supply Chains

Drawing on behavioral research, we construct a multi‐period model with which to examine the role of trust and other social characteristics in a supply chain. Specifically, we focus on trust building in the context of a salesperson who acts as a representative of a manufacturer and shares demand forecast information with a retailer. The actions of the salesperson affect both her immediate economic gain and her future credibility as determined by retailer's trust. Our analysis reveals that, in such environments, although salespersons of widely varying types (e.g., honest, self‐serving, benevolent, loyal) lie some extent about their forecast information, they tend to be trusted in long relationships, provided their forecasting accuracy is higher than that of the retailer. Furthermore, while the presence of a salesperson can improve the profits of both the retailer and manufacturer, there are cost structures under which the manufacturer is better off without a salesperson. Finally, we make the general observation that the appropriate salesperson compensation scheme depends on her social characteristics, and the specific observation that when the salesperson cares for the retailer, the linear compensation scheme commonly suggested in the literature as the optimal compensation scheme for the salesperson is no longer optimal.     

An Exploratory Study of the Impact of e‐Service Process on Online Customer Satisfaction

Although extensive academic research has examined the dynamics of interpersonal interactions between service providers and customers, much less research has investigated customer service encounters through technological interfaces such as the Web in electronic commerce transactions. Corporate websites have become an important point of contact with customers for many companies. Service has been described as one of the most important attributes for online business to influence traffic and sales. However, more research is needed to understand how Web‐based technological capabilities of services affect customer satisfaction. In this paper, we propose viewing the interface between online buyers and sellers through the lens of service management to identify possible determinants of online customer satisfaction. A company's website is considered its electronic service delivery system. We look at this electronic service delivery system from its process point of view. Our findings indicate that as the electronic service delivery system process improves, a customer's perception of the website's ease of use increases, leading to increased service value and perceived control over the process, which increases customer satisfaction. The research provides evidence that the technological capabilities embedded in the website processes are an important factor in determining service quality and ultimately online customer satisfaction.     

A Look at the Financial-Social Performance Nexus when Quality of Management is Held Constant

This research note advances understanding of the possible link between social and financial performance by using a financial-halo- removed measure of quality of management as control variable, along with more traditional controls of size, risk, and industry. The control, quality of management, is found to be highly associated with financial performance. Corporate social performance, measured both as a single indexed variable and as treatment of separate primary stakeholders (product/customer, employees, environment, and community), produces negligible or insignificant relationships with financial performance.     

The dynamics of customer dissatisfaction in supply chains

This paper describes field research and its findings that investigate the relationship of a firm's position in the supply chain to behaviour. Specifically, perceptions of requirements, performance and customer satisfaction/dissatisfaction are the behavioural issues of interest here. The field research was carried out in four European supply chains in the automotive aftermarket, or spares industry. It was proven statistically and qualitatively that, in the chains studied, upstream relationships contained more customer dissatisfaction and more misperceptions about performance than did downstream relationships. Delivery performance was identified as the major cause of these problems, This has implications for planning and control. First, the Forrester-type swings in information upstream, proven in industrial dynamics, make planning and control decisions more difficult; this research identifies the detrimental effect of this on customer satisfaction. Secondly, measurement of delivery performance is identified as being a critical issue; not only should measures be made in planning and control but also they should be communicated and agreed with customers to prevent misperceptions occurring. As this research showed these misperceptions to be positively correlated to customer dissatisfaction, efTort to remove them from relationships should be treated as a priority.     

网上交易服务质量四维度对顾客满意及忠诚度影响的实证分析

一般研究认为,网上购物的忠诚度比传统行业低。究其原因,除了产品本身的质量因素外,网上交易的服务质量也是一个非常关键的因素。本文基于Parasuraman的E-S-QUAL量表将网上交易服务质量从有效性、履约性、系统可用性和私密性四个维度来进行分析。在此基础上,采用了基于PLS统计分析方法的结构方程模型,探索网上交易服务质量四维度对顾客满意及服务忠诚度的影响情况。本研究很好地揭示中国消费者特殊的网上交易心理与行为,研究成果对网络销售企业具有一定参考价值。     

服务质量管理研究的回顾与现状探析

服务经济时代,服务质量管理是服务运作和服务营销的重要研究问题之一。通过对服务质量形成机制、评价及管理三个领域文献的搜集与整理发现,此类研究可归纳为由两个条件和两部分内容组成的服务质量管理模型:Gronroos的顾客感知服务质量和PZB的五差距等差距模型反映了服务质量的核心形成机制,顾客特征及心理因素是其重要影响因素;SERVQUAL作为典型的服务质量测量表,常被与模糊数学、DEMATEL法综合运用于服务质量评价与改进;服务质量管理包括以服务接触相关要素管理为主的功能质量管理和以服务质量系统改进为主的技术质量管理。此外,网络环境下,服务质量具有特殊的形成机制,决定了其评价与管理的新特点。当前,在服务科学框架下进行服务质量管理研究渐成趋势,未来研究可结合网络特征和新兴服务业,关注服务质量动态特征及科学评价方法,展开行业或城市层面的服务质量管理研究。     

顾客参与了为何仍不满意——顾客参与过程中控制错觉与顾客满意的关系研究

本文引入控制错觉理论来解释顾客参与过程中顾客不满意的现象,认为顾客不满意是由于顾客参与后,顾客过高估计参与行为对结果的影响,一旦结果与预期不一致后,顾客满意会显著下降。本文通过实验法探讨了顾客参与和顾客满意之间的关系,认为参与顾客会产生控制错觉,控制错觉和结果与预期一致性对顾客满意都有不同程度的影响。     

Network design for reverse logistics

Collection and recycling of product returns is gaining interest in business and research worldwide. Growing green concerns and advancement of green supply chain management (GrSCM) concepts and practices make it all the more relevant. Inputs from literature and informal interviews with 84 stakeholders are used to develop a conceptual model for simultaneous location–allocation of facilities for a cost effective and efficient reverse logistics (RL) network. We cover costs and operations across a wide domain and our proposed RL network consists of collection centers and two types of rework facilities set up by original equipment manufacturers (OEMs) or their consortia for a few categories of product returns under various strategic, operational and customer service constraints in the Indian context.