服务外包多主体关系的信任演进路径——多案例研究

A Multi-case Study on Trust Evolution Path of Multi-agent Relationship in Service Outsourcing

服务界面与交易界面的不同使得服务外包关系形成了直接、间接和混合三种主体交互模式,通过研究不同主体交互模式下信任机制与演进路径存在的差异性,有助于揭示服务外包多主体关系中信任动态演进的内在机理。本文应用内容分析法对三组案例数据进行编码分析,研究结果表明:主体交互模式是影响信任动态变化的关键前置变量,不同的主体交互模式会导致信任机制具有差异性,进而形成不同的演进路径,即直接、间接、混合三种交互模式的信任演进路径分别是由内到外、由外到内再到外、内外互动。

The differences between service interfaces and transaction interfaces lead to direct,indirect and mixed agent interaction modes of outsourcing relationship.This study tries to reveal deeply inherent principle of the dynamic trust evolution in multi-agent relationships in service outsourcing through the research on the differences in the trust mechanism and evolution path in different agent interaction modes.By applying content analysis to encode three sets of case data,the research shows that the agent interaction mode is the key pre-conditions to the dynamic change of trust,and the different interaction modes lead to the differences in the four trust mechanisms,which then form different evolution paths.The evolution paths of the direct,indirect,and mixed interaction modes are from inside to outside,from outside to inside to outside,and the interaction between inside and outside.