基于信任的服务外包治理机制:多案例研究

Governance Mechanisms in Service Outsourcing Relationship Based on Trust:A Multi-Case Study

综合考虑信任在时间和特征属性两方面的变化特征,研究首次合作和非首次合作两类服务外包关系情境下多维信任、治理机制与关系有效性三者之间的交互效应。运用内容分析法,借助QSR NVivo10质性分析软件对10组案例数据进行编码与分析,结果表明:信任在服务外包关系发展中呈现不同变化特征,首次合作表现为计算信任,非首次合作更多呈现为善意信任,能力信任伴随外包合作进程。多维信任影响治理机制的选择,计算信任促进契约治理,善意信任影响双方倾向于采用关系治理。合作经历和外包项目复杂性影响治理机制的选择,在中长期服务外包合作中,加大关系治理机制的实施有助于促进关系有效性。

With the characteristics of trust in both time and dynamic taking into consideration, this paper investigates the effect of multidimensional trust on governance mechanisms and relationship quality in two types of service outsourcing context： first cooperation and non-first cooperation. It encodes and analyzes the data related to the surveyed enterprises by using content analysis and supported by QSR NVivo 10. We find that trust presents dynamic evolution characteristics in the development of service outsourcing relationship. Cooperation experience and complexity of outsourcing project will impact the selection of governance mechanisms. With regard to the first cooperation, calculus-based trust enhances the implementation enforcement of the contract governance, to the non-first one, benevolence-based trust increases relational governance, and competence-based trust plays the fundamental role in the whole process. Relational governance helps to promote the relationship effectiveness under the mid and long-term outsourcing cooperation.