Impacts of Customer Value Creation on Information Outsourcing Satisfaction

[[abstract]]近年來，積極參與資訊技術與系統委外的企業日益增多，依據Gartner Dataguest 的統計， 全世界資訊委外的金額到了2010 年已達到8,210 億美元的規模，預期會再持續成長。然而在 資訊委外所經常面臨的議題，就是委外承包商（供應商）必須了解什麼是委外企業（顧客） 所真正想要，及委外承包商應如何創造顧客價值和服務品質。亦即，委外承包商（供應商） 不再被當做是唯一的產品供應商，委外企業（顧客）也不再只是被視為資金來源，因此，委 外承包商和委外顧客都提出新的方法來支持彼此的價值創造，那就是共同創造新的價值機制 的開發。 本研究之目的以服務科學的重要概念:服務主導邏輯為主軸，探討委外承包商（供應商） 應如何為委外企業（顧客）創造價值，進而影響顧客的委外滿意度及未來合作關係；本研究 同時探討影響委外承包商（供應商）為顧客創造價值的前置影響因素，包括由社會策略觀點 （含：社會策略規劃、社會策略定位、環境偵測及關係信任等因素）及顧客參與觀點（含： 客戶導向，服務品質，溝通文化，規範承諾，持續承諾及情感承諾等因素）等兩個不同主軸 來探討影響委外企業（顧客）價值創造的影響因素。 本研究是為期二年的研究計劃。第一年由社會策略觀點建構影響委外顧客價值創造、 委外滿意度及未來合作的研究模型及發展假說並予以實證。第二年由顧客參與觀點建構影響 委外顧客價值創造、委外滿意度及未來合作的研究模型及發展假說並予以實證。在第二年研 究的下半年，將同時完成整合第一年與第二年的研究模式，可分為直接影響效果模式與配適 影響效果模式二種，予以實證並比較二種模式之效果。這二年期間，定量的方法將被用來驗 證在第1 年和第2 年所提的研究模型和假設。本研究使用調查研究法，收集數據，分析資料 的可信度，效度。利用SPSS 和EQS 驗證所提出的假說。本研究將完成驗證所提11 個因子所 產生的價值創造，和委外服務的滿意度，最終的目的是為評估未來的合作。本研究的貢獻， (1)由以服務科學的服務主導邏輯觀點建構影響委外顧客價值創造、委外滿意度及未來合作的 研究模型並予以實證，(2)研究結果可以提供委外承包商（供應商）創造顧客委外價值的參考， 進而改善顧客資訊系統委外的滿意度。[[abstract]]A growing concern among the organisations are actively involved in Information Technology outsourcing. As a result, worldwide spending on IT outsourcing grew to $821 billion in 2010 and continues to increase (Gartner Dataquest, 2010). A classic question faced by technology suppliers and buyers are to understanding what paying customers want and how to create products and services they value is the cornerstone of any business model. Companies are no longer perceived as sole goods providers, nor customers regarded merely as sources of money. Thus, both companies and customers are initiating new ways to support each others' value creation, that is, new value co-creation mechanisms are developed. The purpose of this study is to employ service-dominant logic(S-D logic) for a conceptual foundation of service science to investigate how the outsourcing vendor (supplier) can create value for outsourcing customers, enhance the outsourcing satisfaction of customers and support future collaboration of outsourcing. This study also investigates the antecedents of customer value creation through two perspectives, one is social strategic perspective (including strategic social planning, strategic social positioning, relational trust, service quality, and environment scanning) and the other one is customer participation perspective (including customer participation, customer orientation, service quality, communication culture, normative commitment, continuance commitment, and affective commitment). This study is a 2 years research project. The first year employs social strategic perspective to develop research model. The second year employs customer participation perspective to develop research model. In the 2nd half year, this study will combine the results of first and second year, and integrate into two whole holistic models. The direct effect holistic model and fit effect holistic model will be compared based on the empirically tested using SEM software. This study will use survey method to collect data, and analysis of the reliability, validity and test the proposed hypotheses by SPSS and EQS. In this 2 years project, quantitative method will be used to validate the research model and test hypotheses developed in 1st and 2nd year. The contributions of this research are (1) to develop a research model on how the outsourcing vendor (supplier) can create value for outsourcing customers, enhance the outsourcing satisfaction of customers and support future collaboration of outsourcing, (2) to provide an improved understanding of the factors influencing the satisfaction of an information systems outsourcing relationship to the outsourcing suppliers.[[note]]NSC102-2410-H327-031-MY