业务外包风险分析与控制

结合现代企业理论中的交易费用理论和“委托-代理”理论,对业务外包风险进行了深入的剖析,详细分析了外包决策和执行两个阶段的风险,并提出了相应的风险控制策略。     

IT外包关系质量研究

建立高效率的关系,对于企业IT外包活动的成功有着重要的影响。营销学中的关系质量概念对于有效衡量IT外包关系以及关系的绩效,起了很强的推动作用。在文献梳理的基础上,通过结合当前研究的最新趋势,对IT外包中的关系质量研究现状做一述评,并在此基础上提出有关管理实践和研究的建议。     

Service Personnel,Technology, and Their Interaction in Influencing Customer Satisfaction*

Managing both the technologies and the personnel needed for providing high‐quality, multichannel customer support creates a complex and persistent operational challenge. Adding to this difficulty, it is still unclear how service personnel and these new communication technologies interact to influence the customer's perceptions of the service being provided. Motivated by both practical importance and inconsistent findings in the academic literature, this exploratory research examines the interaction of media richness, represented by three different technology contexts (telephone, e‐mail, and online chat), with six customer service representative (CSR) characteristics and their influences on customer satisfaction. Using a large‐sample customer survey data set, the article develops a multigroup structural equation model to analyze these interactions. Results suggest that CSR characteristics influence customer service satisfaction similarly across all three technology‐mediated contexts. Of the characteristics studied, service representatives contribute to customer satisfaction more when they exhibit the characteristics of thoroughness, knowledgeableness, and preparedness, regardless of the richness of the medium used. Surprisingly, while three other CSR characteristics studied (courtesy, professionalism, and attentiveness) are traditionally believed to be important in face‐to‐face encounters, they had no significant impact on customer satisfaction in the technology‐mediated contexts studied. Implications for both practitioners and researchers are drawn from the results and future research opportunities are discussed.     

Decision Sciences Research in China: A Critical Review and Research Agenda—Foundations and Overview*

This article focuses on decision sciences research in China, providing an overview of current research and developing a foundation for future China‐based research. China provides a unique research opportunity for decision sciences researchers, owing to its recent history, rapid economic development, and strong national culture. We examine recent economic reforms and their impact on the development of research questions in the decision sciences, as well as discuss characteristics of the diverse regions in China and their potential as sites for various types of research. We provide a brief overview of recent China‐based research on decision sciences issues relating to national culture, supply chain management, quality management, production planning and control, operations strategy, and new product development and discuss some of the unique methodological challenges inherent in China‐based research. We conclude by looking forward to emerging research opportunities in China.     

A Contingency Approach to Decentralization

After decades of centralization, in 1980 the central government of the Netherlands embarked upon an ambitious project to decentralize the administrative system. It proclaimed a series of general decentralization measures that aimed to improve the performance of the administrative system and to boost local democracy. This article presents the results of research into the effects of these measures. It shows that the decentralization project did not meet the high expectations. This can be explained by the fact that the theoretical framework underlying the decentralization policy was overly simple. The authors present a new framework that represents the contingent character of the effects of decentralization.     

服务外包基地城市BPO发展模式分析

以首批服务外包基地城市:大连、成都、上海、深圳、西安为对象,分析了这5个城市的BPO发展状况和发展模式,指出每种模式的特色之处,对西安进行了SWOT分析,旨在为其他城市发展BPO面临的模式选择问题提供参考。     

Competitive and Cooperative Positioning in Supply Chain Logistics Relationships*

Cooperative logistics relationships require the sharing of information, which must be enabled by the integration of disparate information systems across partners. In this article, we theorize business‐to‐business logistics relationships should be managed using cooperative and competitive postures. Based on data from 91 dyadic relationships using interorganizational information technology (IT), we find that performance gains accrue when parties share strategic information and customize IT; mutual trust enables IT customization and strategic‐information flows and equitable relationship‐specific investments positively impact IT customization, mutual trust, and performance. Among other scholarly and practical implications discussed, partners should compete on resources for IT customization and cooperate to share strategic information. Managers tend to think of relationships with firms as polar opposites and view them as entirely cooperative or entirely competitive. Our results support active balancing and understanding of both competitive and cooperative stances. Such an approach enables conditions for participation symmetry that yields greater performance gains.     

论饭店企业品牌忠诚的创建

在当前的竞争形势下,饭店企业要想增加市场占有率非常困难。饭店有必要由追求市场占有率的扩大转向追求良好顾客关系的保持。本文在分析品牌忠诚对饭店企业的重要性以及品牌忠诚的决定因素的基础上,探讨了饭店企业创建品牌忠诚的策略。     

运输服务贸易统计数据的正向调整

过去三十年间,服务贸易在全球经济生活中的地位日趋重要,吸引越来越多研究者的关注。一些研究者集中分析服务业市场开放政策对母国经济及行业绩效的积极作用,另一些则借助经济模型探讨服务贸易对全球经济一体化的影响。本文则将视角放在运输服务贸易统计问题上,力图证明运输服务贸易出口普遍被低估,在进一步的经济分析之前需要首先调整相关数据以获得更为准确的分析结果。     

全民健身服务体系发展策略探讨——基于广州全民健身服务体系的SWOT分析

应用现代管理学的“SWOT”分析法,对广州全民健身服务体系的内外环境进行了分析,提出了新时期广州全民健身服务体系应以成功举办亚运会为契机,加大宣传力度,进一步激发广大市民的体育参与意识;大力发展农村体育,提高农民的健康水平;加快全民健身体育场地设施的建设和管理;健全全民健身组织网络,加快全民健身事业的社会化进程等发展策略。