Process and influencing factors of buyer-seller relationship-a case study on information system outsourcing relationship

隨著全球化商業環境變動迅速與資訊科技迅速發展，資訊系統委外不再只是節省成本或解決內部資訊人力不足之暫時性措施，許多大型企業也逐漸重新評估資訊系統委外為企業所帶來的利益，因此，資訊系統委外已成為企業維持競爭力的重要措施。 企業為了能專注其資源投入於核心事務並減少外在的不確定性，無不致力於與上游供應商或承包商建立良好的長期合作關係。另外，資訊系統委外企業與供應商之間的關係本質已經逐漸地由以往的契約買賣關係，漸漸演變成長期合作的買賣關係。因此，研究委外雙方合作關係的影響因素確有其重要性。但有許多管理學者從管理機制的觀點，其中最常以契約觀點出發，從而探討雙方的關係狀態、爭議解決機制或管理結構等，然而大都忽略了買賣關係發展的歷程在買賣關係中所扮演的角色，無法幫助進一步地了解合作關係的內涵。 本研究欲探討的主題是買賣關係歷程與其影響因素，關係發展可分為探索期、建立期、成熟期、衰退期，不同的階段，合作夥伴面臨的是不同的關係情境，而關係影響因素在不同關係發展階段的相互關係也是本研究所欲探討的議題。 本研究的對象包括了單一系統供應商與五家客戶，共六個個案，藉由個案資料分析了解不同關係發展歷程的關係情境，並從個案差異中探討在不同的時期下，關係影響因素對關係發展的影響。本研究的研究結果能藍闢資訊系統委外的關係歷程，並清楚描述關係影響因素間相互關係，因此本研究對於資訊系統委外買賣關係之理論發展有所助益。With the rapidly-changing business landscape and information system technology, information system outsourcing is not just a temporary solution for cost-saving or lack of IS human resources within an organization. Many large business entities have begun to reevaluate the benefits brought by IS outsourcing. Therefore, IS outsourcing has become a important measure for a business to maintain its competitive edge. In order to make sure that key resources are injected into the core business and that external uncertainties are reduced, business entities strive to create long-term relationship with their suppliers. In addition, the relationship between IS outsourcing companies and their suppliers has been transformed from contracts into long-term relationship of cooperation. This way, researching on the variables of buyer-seller relationship becomes rather important. Various researchers studying the buyer-seller relationship start with the managerial perspective, especially from a contract perspective. Furthermore, the researchers probe into the relationship and managerial structures of both parties and research on how the mechanism of disagreement solvent works. However, the role of the progress of buyer-seller relationship is likely to be ignored, which makes it difficult to further understand the in-depth meaning of the cooperation. The topic of the thesis is to research on the process of and variables of buyer-seller relationship, of which the progress can be further separated into four stages, including exploration stage, construction stage, maturity stage and dissolution stage. Parties of the relationship face various scenarios under various relationship stages, and the research is to study on how the variables in various stages interact with each other. The interviewees of the thesis include an IS supplier, and five of its customers. By researching the cases, the effects of variables under different stages are studied and analyzed. This research help summarize the progress of relationship under a IS outsourcing scenario, and concretely describe how the variables relate to each other. Therefore, the research is contributive to the theory development of the IS outsourcing relationship.目 錄 第一章 緒論………………………………………………………………………1 第一節 研究背景……………………………………………………………1 第二節 研究動機……………………………………………………………2 第三節 研究問題與目的……………………………………………………4 第二章 文獻探討…………………………………………………………………5 第一節 資訊委外管理………………………………………………………5 第二節 關係行銷……………………………………………………………9 第三節 關係生命週期………………………………………………………13 第四節 小結…………………………………………………………………16 第三章 研究方法…………………………………………………………………17 第一節 研究方法……………………………………………………………17 第二節 研究流程……………………………………………………………20 第四章 個案資料描述……………………………………………………………26 第一節 三福個案描述………………………………………………………26 第二節 盛餘個案描述………………………………………………………39 第三節 理律個案描述……………………………………………………….51 第四節 台灣康寧個案描述………………………………………………….65 第五節 高醫個案描述……………………………………………………….76 第六節 遠綠個案描述……………………………………………………….84 第五章 個案分析…………………………………………………………………95 第一節 資訊委外動機………………………………………………………95 第二節 關係探索期…………………………………………………………96 第三節 關係建立 期…………………………………………………………101 第四節 關係成熟期………………………………………………………105 第五節 關係消退期………………………………………………………107 第六節 重要關係影響因素………………………………………………108 第七節 小結………………………………………………………………112 第六章 結論與建議…………………………………………………………114 第一節 研究發現…………………………………………………………114 第二節 學術貢獻與實務建議……………………………………………116 第三節 研究限制與未來研究之建議……………………………………118 參考文獻…………………………………………………………………………119 附錄………………………………………………………………………………125 附錄一……………………………………………………………………125 附錄二……………………………………………………………………127 附錄三……………………………………………………………………13