服务外包知识转移的跨文化影响因素研究

Cross Culture Impact to Knowledge Transfer in Business Process Outsourcing

20世纪90年代以来,服务外包正在成为新一轮国际产业转移的热点,并将成为第二轮经济全球化的重要推动力量。然而,服务外包管理人员须面对多种文化分别对员工自身工作态度和行为的影响,以及对他们之间交往互动的影响。探讨跨文化因素在服务外包企业知识转移过程中所起的作用。首先回顾了知识转移和跨文化管理的文献,其次根据强皮纳斯等的文化架构理论,将七大文化维度应用于A公司BPO子公司杭州交付中心的案例分析,探究七种文化因素对管理者及员工行为的影响,最后得出五个文化维度的修正模型。

Since 1990s services outsourcing （especially Business Process the trends of industry transfer worldwide and one of the driving forces of Outsourcing, BPO） the second round has became one of globalization. For the context of international interaction, the cross culture impact to the attitude and conduct of employee in BPO. In this paper, we surveyed such impact to knowledge transfer of BPO in a Hampden-Tumer＇ culture management framework, we analysed the impact a BPO corporate in Hangzhou, then found the five dimensions. Finally, of the other two dimensions and provided the management implications case study. Based on Trompenaars and of seven dimensions of cross culture to we discussed the reason of the absence