Understanding business process outsourcing based on the fit between outsourcing environment and information technology service innovation

[[abstract]]本研究以資訊處理觀點(Information Processing View)為基礎，探討企業實行企業流程委外時委外環境與資訊科技服務創新適配度。本研究以需求不確定性、程序相依性與程序複雜度為委外環境中之資訊需求，並以企業資源、資訊科技資源為資訊科技服務創新之資訊能力，探討資訊需求與資訊能力是否具有適配度關係，以及企業有資訊需求時，其具備之資訊能力是否能有效地解決問題。本研究採用問卷調查方式調查台灣地區175家企業，研究結果顯示，資訊需求與資訊能力具有適配度，亦即委外環境與資訊科技服務創新也有適配關係。另外，本研究發現需求不確定性對於企業資源，以及程序相依性對於企業資源與資訊科技資源有顯著正向關係，但需求不確定性對於資訊科技資源，以及程序複雜度對於企業資源與資訊科技資源的影響卻不顯著，這與以前探討企業流程委外相關文獻結果有明顯的不同。而控制變數除了創新頻率不顯著外，委外經驗對於資訊科技服務創新有顯著正向關係。希望透過本研究的結果，對於未來相關研究有啟發作用。[[abstract]]Drawing on the information processing view this study discusses the firms perform business process outsourcing and the fitness between outsourcing environment and information technology service innovation Specifically the information requirements of outsourcing environment include demand uncertainty process interdependence and process complexity Furthermore the information capabilities of information technology service innovation include business resources and IT resources this study test the fitness between information requirements and information capabilities Further we compare information capabilities effects by the information requirements Based on 175 respondents from Taiwan most of the proposed hypotheses are supported showing that the fitness exists between information requirements and information capabilities namely outsourcing environment and information technology service innovation also have fitness relationships On the other hand this study finds that demand uncertainty is positive and significant related to business resources and process interdependence is positive and significant related to business resources and IT resources The results show that our research has the fitness relationship between outsourcing environment and information technology service innovation and information requirement has positive impact for information capabilities Our findings have implications for both managers and researcher