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为研究外包商组织内部的业务与IT关系对IT外包服务质量的作用及其影响机制,基于社会资本观、交易成本理论和关系交换理论,将外包商组织内业务/IT关系和外包关系的治理机制联系起来,构建了基于社会观的业务/IT关系、合约治理、关系机制和服务质量之间关系的研究模型。应用结构方程模型对220家企业的样本数据进行分析,结果表明IT外包商内部的业务单元和IT单元之间的知识分享和关系互动能够完善服务水平协议和促进外包商与服务商之间的信息分享,完备的服务水平协议和良好的信息分享增进了组织间承诺,进而提高服务质量。因此,外包商积极推动业务单元和IT单元之间的知识分享和交流惯例,从而提高外包关系的治理水平,是获得良好服务质量的有效途径。
In order to study the function and influence mechanism of business and IT relationship within outsourcer organization on the quality of IT outsourcing service, based on social capital concept, transaction cost theory and relationship exchange theory, the relationship between outsourcing business organization and IT relationship and outsourcing relationship Mechanism to establish a research model based on the social view of the relationship between business / IT relations, contract governance, relationship mechanisms and service quality. Using structural equation modeling to analyze sample data from 220 enterprises, the results show that knowledge sharing and interaction between business units and IT units within IT outsourcers can improve service-level agreements and promote information between outsourcers and service providers Sharing, comprehensive service level agreements, and good information sharing have increased inter-organizational commitment and improved service quality. As a result, outsourcers actively promote knowledge sharing and exchange practices between business units and IT units to improve the governance of outsourced relationships, which is an effective way to obtain good service quality.