研发外包中关系专用性投资与服务质量对关系质量的驱动作用研究
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摘要
基于资产专用性理论、服务质量理论和关系质量理论,建立关系专用性投资、服务质量与关系质量关系理论模型。利用9个服务外包示范城市的424份样本企业数据,采用结构方程模型,实证检验关系专用性投资和服务质量对关系质量的驱动作用。研究结果表明:在研发外包情境下,实物型关系专用性投资和知识型关系专用性投资对关系质量均有显著正向作用,且知识型关系专用性投资的影响更显著;声誉、技术能力与沟通质量对关系质量均有显著正向作用,其中,技术能力对关系质量的影响最显著,其次是沟通质量,声誉的影响较小。
On the basis of asset specificity theory,service quality theory and relationship quality theory,this study constructed a theoretical model about the relationship among relationship-specific investment,service quality and relationship quality.The structural equation model was used to empirically test the driving effects of relationship-specific investment and service quality on relationship quality based on 424 valid samples from nine service outsourcing demonstration cities in China.The research results show,in the context of R&D outsourcing,property-based relationship-specific investment and knowledge-based relationship-specific investment have a significant positive effect on relationship quality,and the impact of knowledge-based relationship-specific investment is more obvious.Reputation,technical ability and communication quality have a significant positive effect on relationship quality.Among them,technical ability has the most significant impact on relationship quality,followed by communication quality,and reputation has relatively little impact.
On the basis of asset specificity theory,service quality theory and relationship quality theory,this study constructed a theoretical model about the relationship among relationship-specific investment,service quality and relationship quality.The structural equation model was used to empirically test the driving effects of relationship-specific investment and service quality on relationship quality based on 424 valid samples from nine service outsourcing demonstration cities in China.The research results show,in the context of R&D outsourcing,property-based relationship-specific investment and knowledge-based relationship-specific investment have a significant positive effect on relationship quality,and the impact of knowledge-based relationship-specific investment is more obvious.Reputation,technical ability and communication quality have a significant positive effect on relationship quality.Among them,technical ability has the most significant impact on relationship quality,followed by communication quality,and reputation has relatively little impact.
引文
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[2]向丽,胡珑瑛.R&D外包对企业经营绩效的影响:吸收能力的调节作用[J].工业工程与管理,2018(1):115-121.
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[12]曲刚,魏佳,鲍晓娜.软件外包项目成功模型研究[J].科研管理,2015(9):149-158.
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[16]JAP S D,GANESAN S.Control mechanisms and the relationship life cycle:implications for safeguarding specific investments and developing commitment[J].Journal of Marketing Research,2000,37(2):227-245.
[17]SAKO M,HELPER S.Determinants of trust in supplier relations:evidence from the automotive industry in Japan and the United States[J].Journal of Economic Behavior&Organization,2004,34(3):387-417.
[18]刘益,蔺丰奇.渠道伙伴关系中专用性投资的特点和作用:以日本汽车产业为例[J].南开管理评论,2006(9):81-88.
[19]武志伟,陈莹.关系专用性投资、关系质量与合作绩效[J].预测,2008(5):33-37.
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[23]JUGA J,JUNTUNEN J,GRANT D B.Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationship[J].Managing Service Quality,2010,20(6):496-510.
[24]范秀成,杜建刚.服务质量五维度对服务满意及服务忠诚的影响---基于转型期间中国服务业的一项实证研究[J].管理世界,2006(6):111-118.
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[27]尹建华,王兆华.资源外包网络的治理研究[J].中国工业经济,2004(8):42-47.
[28]李永锋,司春林.合作创新战略联盟中企业间相互信任问题的实证研究[J].研究与发展管理,2007(6):52-60.
[29]TOMPKINS J A,SIMONSON S W,TOMPKINS B W,et al.Creating an outsourcing relationship[J].Supply Chain Management Review,2006,10(2):52-58.
[30]TUGBA G Y,SIBEL D,FUYAL S.The role of relationship-specific investments in improving performance:multiple mediating effects of opportunism and cooperation[J].Procedia-Social and Behavioral Sciences,2013,99:976-985.
[31]王国才,郑祎,王希凤.不同类型关系专用性投资对中小企业能力升级的影响研究[J].科学学与科学技术管理,2013(5):142-151.
[32]杨学军,郭涛,邓光霁.软件外包企业技术能力成长---基于AHP的外部知识获取路径评价研究[J].工业技术经济,2013(6):79-85.
[33]石岿然,王冀宁,许景.供应链买方信任的前因及信任对合约修改弹性的影响[J].系统工程理论与实践,2014(6):1431-1442.
[34]HAN H S,LEE J N,SEO Y W.Analyzing the impact of a firm's capability on outsourcing success:aprocess perspective[J].Information&Management,2008,45(1):31-42.
[35]RUSTAGI S,KING W R,KIRSCH L J.Predictors of formal control usage in IT outsourcing partnerships[J].Information Systems Research,2008,19(2):126-143.
[36]HENNIG-THURAU T,GWINNER K P,GREMLER D D.Understanding relationship marketing outcomes:an integration of relational benefits and relationship quality[J].Journal of Service Research,2002,4(3):230-247.
[37]伍蓓,陈劲,吴增源.企业R&D外包的模式、测度及其对创新绩效的影响[J].科学学研究,2009(2):302-308.
[2]向丽,胡珑瑛.R&D外包对企业经营绩效的影响:吸收能力的调节作用[J].工业工程与管理,2018(1):115-121.
[3]费方棫,李靖,郑育家,等.企业的研发外包:一个综述[J].经济学:季刊,2009(4):1107-1162.
[4]宋喜凤,杜荣,艾时钟.IT外包中关系质量、知识共享与外包绩效关系研究[J].管理评论,2013(1):52-62.
[5]HENNIG-THURAU T,KLEE A.The impact of customer satisfaction and relationship quality on customer retention:a critical reassessment and model development[J].Psychology&Marketing,1997,14(8):737-764.
[6]WILLIAMSON O E.The economic institutions of capitalism[M].New York:The Free Press,1985.
[7]PARASURAMAN A,ZEITHAML V,BERRY L SERVQUAL.A multiple-item scale for measuring consumer perceptions of service quality[J].Journal of Retailing,1988,64(1):12-40.
[8]KLEIN B,CRAWFORD R G,ALCHAIN A A.Vertical integration,appropriable rents and the competitive contracting process[J].Journal of Law&Economics,1978,21(2):297-326.
[9]KWON Y C.Relationship-specific investments,social capital,and performance:the case of Korean exporter-foreign buyer relations[J].Asia Pacific Journal of Management,2011,28(4):761-773.
[10]洪志生,苏强,霍佳震.服务质量管理研究的回顾与现状探析[J].管理评论,2012(7):152-163.
[11]LEE J N,KIM Y G.Effect of partnership quality on IT outsourcing success:conceptual framework and empirical validation[J].Journal of Management Information Systems,1999,15(4):29-61.
[12]曲刚,魏佳,鲍晓娜.软件外包项目成功模型研究[J].科研管理,2015(9):149-158.
[13]吴清,刘嘉.企业研发外包中的交易效率与决策模型研究[J].科技进步与对策,2011(10):69-71.
[14]DYER J H,SINGH H.The relational view:cooperative strategy and sources of interorganizational competitive advantage[J].Academy of Management Review,1998,23(4):660-679.
[15]HOETKER G,MELLEWIGT T.Choice and performance of governance mechanism:matching alliance governance to asset type[J].Strategic Management Journal,2009,30(10):1025-1044.
[16]JAP S D,GANESAN S.Control mechanisms and the relationship life cycle:implications for safeguarding specific investments and developing commitment[J].Journal of Marketing Research,2000,37(2):227-245.
[17]SAKO M,HELPER S.Determinants of trust in supplier relations:evidence from the automotive industry in Japan and the United States[J].Journal of Economic Behavior&Organization,2004,34(3):387-417.
[18]刘益,蔺丰奇.渠道伙伴关系中专用性投资的特点和作用:以日本汽车产业为例[J].南开管理评论,2006(9):81-88.
[19]武志伟,陈莹.关系专用性投资、关系质量与合作绩效[J].预测,2008(5):33-37.
[20]杨治,张俊.相互投资与人力资本投资对研发外包决策影响研究[J].管理工程学报,2011(4):123-128.
[21]苏秦,杨青青.服务外包下的服务质量、关系质量和顾客满意---研究现状探析与未来展望[J].软科学,2012(4):54-57.
[22]FIGUEIREDO P N.Learning processes features and technological capability accumulation:explaining inter firm differences[J].Technovation,2002,22(11):685-698.
[23]JUGA J,JUNTUNEN J,GRANT D B.Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationship[J].Managing Service Quality,2010,20(6):496-510.
[24]范秀成,杜建刚.服务质量五维度对服务满意及服务忠诚的影响---基于转型期间中国服务业的一项实证研究[J].管理世界,2006(6):111-118.
[25]张涑贤,苏秦,宋永涛,等.B2B下服务质量对关系质量的影响研究[J].管理学报,2010(10):1514-1519.
[26]LAFFERTY B A,GOLDSMITH R E.Corporate credibility′s role in consumers′attitudes and purchase intentions when a high versus a low credibility endorser is used in the Ad[J].Journal of Business Research,1999,44(2):109-116.
[27]尹建华,王兆华.资源外包网络的治理研究[J].中国工业经济,2004(8):42-47.
[28]李永锋,司春林.合作创新战略联盟中企业间相互信任问题的实证研究[J].研究与发展管理,2007(6):52-60.
[29]TOMPKINS J A,SIMONSON S W,TOMPKINS B W,et al.Creating an outsourcing relationship[J].Supply Chain Management Review,2006,10(2):52-58.
[30]TUGBA G Y,SIBEL D,FUYAL S.The role of relationship-specific investments in improving performance:multiple mediating effects of opportunism and cooperation[J].Procedia-Social and Behavioral Sciences,2013,99:976-985.
[31]王国才,郑祎,王希凤.不同类型关系专用性投资对中小企业能力升级的影响研究[J].科学学与科学技术管理,2013(5):142-151.
[32]杨学军,郭涛,邓光霁.软件外包企业技术能力成长---基于AHP的外部知识获取路径评价研究[J].工业技术经济,2013(6):79-85.
[33]石岿然,王冀宁,许景.供应链买方信任的前因及信任对合约修改弹性的影响[J].系统工程理论与实践,2014(6):1431-1442.
[34]HAN H S,LEE J N,SEO Y W.Analyzing the impact of a firm's capability on outsourcing success:aprocess perspective[J].Information&Management,2008,45(1):31-42.
[35]RUSTAGI S,KING W R,KIRSCH L J.Predictors of formal control usage in IT outsourcing partnerships[J].Information Systems Research,2008,19(2):126-143.
[36]HENNIG-THURAU T,GWINNER K P,GREMLER D D.Understanding relationship marketing outcomes:an integration of relational benefits and relationship quality[J].Journal of Service Research,2002,4(3):230-247.
[37]伍蓓,陈劲,吴增源.企业R&D外包的模式、测度及其对创新绩效的影响[J].科学学研究,2009(2):302-308.