服务质量、关系质量与物流外包绩效——基于合作关系视角的案例研究

Service Quality,Relationship Quality and Logistics Outsourcing Performance:A Case Study from the Perspective of Cooperative Relationship

结合资源基础和外包合作关系理论,运用单案例研究方法,从A公司的视角研究了其物流服务提供商的服务质量、关系质量与物流外包绩效三者间的关系。研究发现:1互补资源是合作基础,包括互补能力、合作意愿、保障机制和风险分担。2服务质量中的服务态度和关系质量中的三方沟通贯穿服务外包全过程。3市场型外包合作关系的服务质量更多以基础性服务体现,关系质量更多以计算信任与合同式承诺体现,对硬性绩效标准有促进作用;伙伴型外包合作关系的服务质量更多表现为增值服务和个性化服务,关系质量是善意信任和激励式承诺,对软性绩效标准有促进作用。

Based on resource basis and the outsourcing partnership theory,the relationships among service quality by logistics service providers,relationship quality and logistics outsourcing performance of Company A are studied from the perspective of cooperative relationship.The research shows that complementary resources are a cooperation foundation,including complementary capabilities,willingness to cooperate,safeguard mechanism and risk sharing;service attitude of service quality and the three-party communication of relationship quality run through the whole process of service outsourcing;service quality of market outsourcing partnership is reflected by the basic service,and relationship quality is embodied by calculated trust and contract commitment,which promotes the hard performance standards;service quality of partnership outsourcing cooperation is reflected by value-added and personalized services,and relationship quality is shown as good faith and incentive commitment,which promotes the soft performance standards.