Understanding the continued use of outsourcing in an application service provider (ASP) context-organizational process interface and satisfaction

[[abstract]]企業處在全球化競爭激烈的多變環境中，企業為了追上科技、資源、資訊及環境不斷日新月異的腳步，為了能繼續存活、生存下去，為了能在市場上獲利並取得競爭優勢，因此，選擇以委外(Outsourcing)方式提升企業本身自我競爭優勢。然而，在過去許多相關文獻研究顯示，顧客大多重視委外成功後的情況及如何提高委外成功機率，很少以顧客角度檢視委外服務廠商所帶來的影響。由於委外是一種雙方合作關係，並非單一方獨立運作，在委外過程中，委外服務廠商所給予的資源及協助是否符合顧客所需？而顧客對於委外服務廠商是否抱持著懷疑、心中存在著認知或期望不同？若委外服務廠商能給予顧客所需及符合心中期望，則有效降低委外失敗風險，及不必要的衝突，讓顧客能與委外服務廠商朝向雙贏的局面。 因此，本研究以顧客角度為主要核心考量，再根據資源基礎理論與期望確認理論，發展一個整合模式並加以實證，認為影響「持續使用」是受到「整合組織間流程」與「組織間介面資訊系統」間接影響，而「滿意度」則是受到「整合組織間流程」與「組織間介面資訊系統」直接影響。為了驗證理論模式的可行性，本研究透過問卷調查，針對國內相關類型產業進行問卷發放，總共回收599份問卷並從中篩選266有效問卷進行分析。其研究結果顯示，大多數的假設獲得支持，「整合組織間流程」與「組織間介面資訊系統」對於顧客「滿意度」呈正向影響效果，且「滿意度」對於「持續使用」也呈現正向影響效果，而「外部連結」對於整合組織間流程與滿意度之間關係則具有干擾影響，同時，「外部連結」對於組織間介面資訊系統與滿意度之間關係也呈現干擾效果。最後，本研究將提出相關建議及限制，以做為日後深入探討以顧客角度之研究發展及參考。[[abstract]]In a global competitive environment if enterprises want to survive run sustainable businesses make a profit and gain competitive advantages in the market they have to catch up with the development of information technology changes with each passing day This in turn suggests the importance of employing outsourcing Very few existing studies consider outsourcing from the perspective of a client firm (or a service receiver) which becomes a gap in understanding how ASP is able to provide the needed services based on its customers’ requirements and to satisfy their expectation as unsatisfied customers are unlikely to continue their outsourced task with the ASP leading to failure The more an ASP is able to satisfy its client firm’s expectation the more the ASP can reduce the risk of conflict with its client firms and implement the outsourced task more effectively and efficiently This study aims to develop a research model based on the resource-based theory of the firm (RBV) and expectation-confirmation theory (ECT) suggesting that process interaction and interface directly affect satisfaction which in turn influences continued cooperation between an ASP and its client firm To validate the proposed model survey method was used to collect data Based on 266 useful respondents from Taiwan our model was confirmed We also provide implications for managers and researchers based on our finding