基于能力和企业间治理视角的IT外包关系质量培育研究

A Study on Fostering Relationship Quality of Information Technology Outsourcing Based on the Perspective of Capability and Governance

为研究基于信任和承诺的良好的IT外包关系中的培育机制,文章基于IT外包能力观,结合企业间关系管理的合约治理和关系治理两种视角,构建了客户IT组织的技术能力、业务/IT协调能力、服务商管理能力与关系互动、合约完备性和关系质量之间关系的研究模型。文章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组织的业务/IT协调能力和服务商管理能力一方面促进交流、信息分享、参与协作等关系互动过程,从而增进信任和承诺;另一方面,业务/IT协调能力和服务商管理能力能促进合约治理,从而也增进信任和承诺。IT组织的技术能力则只能促进外包方与服务商之间的关系互动过程。

In order to explore the incubators for a good relationship of IT outsourcing on the basis of trust and commitment, the paper sets up a research model which covers the relationship of technology capability, business/IT coordination capability, vendor management capability and relational interactions, contract completeness, and relationship quality of IT enterprises in view of the capability of IT outsourcing combining with two perspectives of contract governance and relationship governance. The model is empirically tested by using the data collected from 220 companies. The results show that there are indirect impacts of business/IT coordination capability and vendor management capability on both trust and commitment by means of improved contract governance, and also by way of improved relational interactions including communication, information sharing and coordination. The technology capability, however, can only facilitate relational interactions between clients and vendors.