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。本研究之期中報告已完成部分如下:(1)蒐集本計畫相關期刊文獻資料，並完成文獻探討(2)完成研究模式推導並建立構念間關係的假說(3)定義構念之操作型定義(4)完成設計本研究問卷並以郵寄及線上連結蒐集企業填寫問卷，本年7月底前將就回收之問卷進行資料分析及撰寫期末報告並準備投稿。[[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. Until now, this research project has completed the followings items:(1)Fine literature review(2)Developing the research model and hypothesis for the relationships among constructs(3)Defining the operational definition for constructs(4)Designing the measurement questionnaire and sending them to sample companies by postage and internet to collect the research data. By the end of July this year, this study will assess the reliability and validity of measurement questionnaire and test the proposed hypotheses of the research model by SPSS and EQS.[[note]]NSC102-2410-H327-031-MY