【作者】 袁璐；

【导师】 刘咏梅；

【作者基本信息】 中南大学 ， 管理科学与工程， 2009， 硕士

【摘要】 外包(outsourcing)作为一种满足组织信息技术(IT)需求的方式,如今已被企业广泛采用。研究及实践均表明,信息技术外包关系是影响IT外包最终成功的关键因素。在以往的IT外包关系模型中,冲突和信任都是IT外包关系的重要组成部分,但是实证检验的结果却不一致。基于冲突、冲突管理、信任和外包关系的相关知识,我们提出了一个IT外包关系上的冲突、冲突管理和信任对成功外包关系作用的综合模型。研究将冲突和信任分为两个层次——组织层次和个人层次,并从发包方和接包方双方视角纵向地探讨冲突、冲突管理和信任对外包关系成功作用的本质。通过嵌入式多案例研究的实证方法来检验模型及假设,并探索冲突、冲突管理及信任对IT外包关系成功影响机制中新的冲突前因,丰富IT外包关系管理理论的研究。分析结果显示,除了沟通技术对冲突的关系假设没有得到支持外,其他假设均得到了支持或部分支持。对于时间因素的影响,我们也得到了一系列结论,表明外包关系的状态随着冲突、信任、冲突管理的交互影响变化也会产生相应的变化。在模型验证的基础上,我们还发现了一些新的冲突前因及其与冲突的关系。本研究结论能够为企业管理者有效管理IT外包关系中的冲突和信任,保证IT外包关系的成功提供启示和建议。更多还原

【Abstract】 Information technology outsourcing (ITO) has become a basic strategy of the IT management practice in companies of all sizes and has experienced a considerable growth in recent years. Since ITO relationship is a critical success factor of ITO, in order to achieve benefits from ITO, companies need to carefully manage their customer-supplier relationships."Trust" and "conflict" are usually treated as components or attributes of relationship. Interestingly, empirical test results show that only trust plays a key role in the success of ITO relationship, but results about the role of conflict are inconsistent. This paper proposes an integrative model of conflict, conflict management and trust on ITO relationship from the perspective of both customer and vendor in the context of China. Both constructs of conflict and trust are measured in two levels—organizational level and individual level. By applying embedded multiple-case study, we test the model and explore new factors of conflict in IT outsourcing relationship management research. Analysis revealed that all hypothesises have been supported or partially supported except the hypothesis of relationship between communication technology and conflict. For the time factors, we have also found a series of conclusions that the state of the outsourcing relationship can be expected to produce change with the interactions between conflict, conflict management and trust. On the basis of the model validation, we also found some new antecedents of conflict and their relations to conflict. This study enables business managers to effectively manage IT outsourcing relationships, and ensure the success of IT outsourcing.更多还原