摘要
针对服务外包过程中的服务质量、关系质量和顾客满意,首先根据服务外包的参与主体将服务外包分为两类,对比分析这两类服务外包和传统服务的差异;其次,回顾服务外包下的服务质量研究,并界定服务外包质量的定义和构成要素;再次,把当前服务外包合作关系的研究按研究内容分为三类,分别对这三类研究进行述评;然后,从发包方和最终顾客的角度,对服务外包顾客满意的相关研究进行回顾;最后,明确服务外包当前研究中存在的问题,并提出未来研究方向。
Considering service quality,relationship quality and customer satisfaction in service outsourcing,this paper first classes service outsourcing into two kinds and compare them with traditional service according to the members participating in service outsourcing.Second,this article reviews the research on service quality in service outsourcing and defines the concept and elements of service outsourcing quality.Then,this essay divides the research of partnership in service outsourcing into three parts and describes the contents of each part.In addition,the main contents and results of existing literature about customer satisfaction in service outsourcing are discussed from client and ultimate customers＇ point of view.Finally,the problems in current research and future research directions are pointed out.
出处
《软科学》
CSSCI
北大核心
2012年第4期54-57,共4页
Soft Science
关键词
服务外包
服务质量
关系质量
合作关系
顾客满意
service outsourcing
service quality
relationship quality
partnership
customer satisfaction
