基于能力和企业间治理视角的IT外包关系质量培育研究

摘要

In order to explore the incubators for a good relationship of IT outsourcing on the basis of trust and commitment, the paper sets up a research model which covers the relationship of technology capability, business/IT coordination capabili-ty, vendor management capability and relational interactions, contract completeness, and relationship quality of IT enterpris-es in view of the capability of IT outsourcing combining with two perspectives of contract governance and relationship gover-nance. The model is empirically tested by using the data collected from 220 companies. The results show that there are indi-rect impacts of business/IT coordination capability and vendor management capability on both trust and commitment by means of improved contract governance, and also by way of improved relational interactions including communication, infor-mation sharing and coordination. The technology capability, however, can only facilitate relational interactions between cli-ents and vendors.%为研究基于信任和承诺的良好的IT外包关系中的培育机制，文章基于IT外包能力观，结合企业间关系管理的合约治理和关系治理两种视角，构建了客户IT组织的技术能力、业务/IT协调能力、服务商管理能力与关系互动、合约完备性和关系质量之间关系的研究模型。文章应用结构方程模型对220家企业的样本数据进行分析，结果表明IT组织的业务/IT协调能力和服务商管理能力一方面促进交流、信息分享、参与协作等关系互动过程，从而增进信任和承诺；另一方面，业务/IT协调能力和服务商管理能力能促进合约治理，从而也增进信任和承诺。IT组织的技术能力则只能促进外包方与服务商之间的关系互动过程。