服務外包的影響因素、組織方式與治理機制探究：一個理論框架

摘 要：近年來，服務外包與采購成為理論界和實踐人士共同關注的話題。本文在相關理論分析的基礎上從資源和能力理論出發提出，服務外包的驅動因素主要有兩個維度，即資源類型和資源層級，由此劃分為四種需求類型，即組合型被操作性資源、組合型操作性資源、互連型被操作性資源以及互連型操作性資源。不同資源訴求下其服務外包的組織方式也可分為四類，即分散式服務外包、集群式服務外包、內包服務以及獲益型服務外包。此外，本文在上述理論框架的基礎上從交易成本等理論出發，又對各種外包組織方式下其相應的治理機制進行了探討。本文研究的啟示在于發包方需要根據自身需求，選擇適配的外包組織方式，同時合作雙方還需要把握治理機制的使用，從而形成良好、長期的合作伙伴關系。

關鍵詞：服務外包；影響因素；組織方式；治理機制

中圖分類號：F271 文獻標識碼：A 文章編號：1003-5192(2012)04-0001-08

A Framework of Influencing Factors, Forms of Organization and Mechanism

of Governance in Service Outsourcing

SONG Hua, LIU Lin-yan

(School of Business, Renmin University of China, Beijing 100872, China)

Abstract:In recent years, service outsourcing and procurement has attracted more and more attention in both academic and practical world. Based on the previous studies, this paper proposed that the drivers of outsourcing have two dimensions, namely, resource type and resource level. And we divided the factors into four types, which are composite operand resources, composite operant resources, interconnected operand resources, interconnected operant resources. Besides, the forms of organization of service outsourcing can also be divided into four categories, namely, dispersed service outsourcing, clusters service outsourcing, in-sourcing service and vested outsourcing. In addition, this research has discussed the mechanism of governance in service outsourcing from the transaction cost perspective. We argue that buyers should choose the service providers according to their own needs, and partners also need to grasp the use of governance mechanisms, which helps to form a good and long-term relationship.

Key words:service outsourcing; influencing factors; forms of organization; mechanism of governance

1 引言

隨著產業不斷向服務化方向發展，越來越多的企業逐漸從以前單純的產品供應服務轉向定制化服務以及綜合服務［1］，諸如像ABB這類設備企業，已經開始向客戶提供全系統服務，從而在整個生產環節提供維護性的、預防性的、預測性的服務活動，為客戶實現最大程度上的增值。所有這種趨勢都是由客戶的價值訴求所驅動的，一方面供應商從提供產品到提供系統服務反映了供應商的戰略變革與競爭力的持續拓展，另一方面客戶方也需要根據自身的狀態，從產品采購的思維轉向服務采購和管理的思維，這就要求客戶企業同樣需要有系統的框架來決定與服務提供商之間的關系，并且來組織相應的服務方式和途徑。……