论物流服务与中国企业的竞争力

随着科学技术的进步和经济的不断发展，以及中国加入WTO中国企业正面临着巨大的竞争压力．作为企业顾客服务的主要构成部分的物流服务已成为企业提升竞争力的关键。文章首先介绍了中国企业竞争力现状．分析了物流服务对于企业竞争力的重要影响。在此基础上．结合我国企业物流服务现状，就我国企业提升物流服务，以提升自身竞争力的对策与措施进行了初步探讨。     

抢抓机遇 大力发展服务外包产业

20世纪90年代以来，随着经济全球化浪潮的推动和科学技术的飞速发展，服务外包正成为跨国企业全球布局、应对竞争并提升国际竞争力的重要手段。随着软件与信息服务业的不断发展，以服务外包、服务贸易为主要特征的新一轮世界产业结构调整正在兴起，为我国发展面向国际市场的现代服务业带来新的机遇。我们应该顺应趋势，抢抓全球服务外包蓬勃发展的机遇，迅速增强我国外包产业竞争力，让服务外包成为国民经济增长的“绿色引擎”。     

MUNICIPAL CONTRACTING OUT: GOVERNANCE CHOICES,MISALIGNMENT AND PERFORMANCE IN SWEDISH LOCAL GOVERNMENT

In this paper we apply a Transaction Cost Theory framework to analyse the use and effects of contracting out in Swedish local government. During the last decade Swedish local authorities, like in many other countries, have, to a larger extent, started to contract external subcontractors to fulfil their responsibilities towards its citizens. It is not only in the traditional subcontracting sectors such as housing, infrastructure, and technical services that this trend is evident, but also in policy areas like education, social care, and elderly care. In fact, very little is known about the overall effects of, and the mechanisms underlying, governance choices. The overall results corroborate transaction cost reasoning. Supplier competition and specificity have anticipated effects on municipal de‐integration. Too little, but not too much, use of contracting out, in relation to theoretical predictions, worsens performance. The latter aspect is not fully in accordance with TCE‐propositions.     

Does technological modularity substitute for control? A study of alliance performance in software outsourcing

Although control is presumed to be necessary to curb opportunism, its implementation in alliances can be costly and challenging. Paradoxically, some contemporary firms have counterintuitively developed successful alliances without extensive formal control. A widespread but untested assertion that might help reconcile this contradiction is that technological modularity reduces the need for alliance control. The objective of this study is to develop and test this assertion. Using data from 120 software outsourcing alliances, we show that, process control, outcome control, and modularity independently enhance alliance performance. However modularity and control are imperfect substitutes: modularity lowers the influence of process control but not of outcome control on alliance performance. Our theoretical development and empirical testing of the interactions of alliance control with modularity has significant implications for strategy theory and practice, which are also discussed. Copyright © 2008 John Wiley & Sons, Ltd.     

服务贸易开放与我国居民收入差距——基于不同组成部分的比较研究

我国居民的收入差距尤其是城乡收入差距,自从改革开放以来在不断扩大,与此同时服务贸易开放度也在不断扩大。利用我国1982—2010年的年度数据,通过引入多个控制变量,采用多元回归模型对不同服务贸易组成部分对我国城乡居民收入差距的影响进行实证检验,结果表明旅游服务、其他商业服务贸易具有缩小我国城乡居民收入差距的效应,而交通运输服务具有扩大我国城乡居民收入差距的效应。今后应进一步通过简化审批、减少垄断来扩大服务业的开放,大力发展服务贸易来抵消部分货物贸易对城乡居民收入差距产生的不利影响。     

External and Internal Factors Motivating Outsourcing of Business Services by Meeting-Industry Companies: A Case Study in Krakow,Poland

The aim of this article is to evaluate the external and internal factors motivating the selection of business services to be outsourced by key meeting-industry (business tourism) players, with a particular focus on knowledge-intensive business services. The case-study method was adopted in the article to analyze the motivation behind outsourcing of knowledge-intensive business services by meeting venues and event companies in Krakow (Poland). The results confirm that event companies tend to subcontract out core services connected with the organization, promotion and/or management of events, event services, and technical support for events.     

The Role of Buyer Trust in Outsourced CRM: Its Influence on Organizational Learning and Performance

Purpose: Company outsourcing of customer relationship management (CRM) functions is increasing (Kalaignanam and Varadarajan 2012). Although outsourcing CRM may provide financial benefits, the tasks of developing and utilizing the complex, cross-functional processes needed to gain enhanced customer knowledge from CRM may be more difficult when some or all CRM activities are outsourced. Trust in the information provided by the outsourced CRM supplier is vital. In this study, the authors examine the influence of buyer trust in its outsourced CRM supplier on cross-functional learning processes and firm performance within the buyer firm.

Methodology: Data were collected from a survey of marketing managers in 221 firms. LISREL 9.2 was used to assess convergent, discriminant, and nomologic validity using the two-step approach (Anderson and Gerbing 1988). Convergent and discriminant validity were evaluated in the measurement model phase, whereas the structural model provided an appraisal of nomologic validity.

Findings: The results provide evidence of buyer firm trust in the outsourced CRM supplier playing a critical role in the buyer firm’s success with information sharing, and both trust and information sharing strongly influencing information interpretation and information access in the buyer firm. All three organizational learning processes positively influence buyer firm customer satisfaction/retention and market performance.

Research implications: An important area for future research is the possibility of varying levels of trust needed for success with outsourced CRM depending on the buyer firm’s goals for its CRM system. It is possible that the simpler CRM functions could be outsourced effectively through efficiency strategies that do not require significant levels of trust, whereas the more complex CRM activities that affect organizational learning require more stringent coordination and inter-organizational development. Varadarajan’s (2009) cost versus quality classifications of outsourcing could be a useful starting point for this type of analysis. Considering the finding in this study that information sharing is critical for information interpretation and information access in the buyer firm, another area for future research is possible differences in the extent of information sharing required by firms that are outsourcing CRM versus those that conduct the CRM function in-house. One starting point could be possible differences in relevance among Maltz and Kohli’s (1996) factors affecting information dissemination.

Practical implications: For effective use of CRM data, it is important for buyer firms to develop trust in their outsourced CRM supplier. Managers can assist in this by communicating qualifications of the outsourced CRM supplier, such as any trade-specific certifications, awards, information about the supplier’s number of years in business, and examples of other companies the supplier has assisted. Managers can also help employees develop confidence in the supplier’s integrity by sharing the supplier’s code of ethics and serving as a champion for the supplier. In addition, firms engaged in outsourced CRM are encouraged to develop reward systems that motivate employees to build relationships with their counterparts in the supplier firm, and it would be useful for the buyer firm to help its employees understand the importance of the CRM outsourcing relationship to the buyer firm’s success. Finally, it is important for management to provide opportunities for interaction between the outsourcing partner and key buyer firm employees who will use the CRM data, to encourage effective processes in information sharing, information interpretation, and information access.

Contribution of the article: This article addresses the significance of outsourcing the CRM function and provides evidence that buyer trust in its CRM supplier is a critical factor in its utilization of CRM data for organizational learning and firm performance. It also demonstrates that effective sharing of information, cross-functional integration of customer data, and CRM information accessibility are critical for firm success.     

第三方物流及其风险分析

第三方物流 ,即物流外包 ,是一种创新的物流管理模式 ,是未来物流发展的方向。第三方物流的实质是企业和物流服务商之间的一种“委托—代理”关系。由于委托方和代理方之间存在着信息不对称、信息扭曲 ,以及市场环境变化的不确定性 ,导致企业在实施物流外包过程中存在种种风险 ,研究第三方物流的风险 ,制定企业进行物流外包相应的政策     

基于培训的企业外包服务探索

随着企业经营环境的改变,业务外包已经成为企业集中优势发展核心业务的有效手段,而人力资源外包正成为公司外包业务中的领头羊。培训职能是人力资源管理中最经常被外包的业务之一,但是在我国,培训外包成功的案例却不多。应针对我国企业培训外包服务市场的现况,企业和培训公司应该从改善自身问题入手,共同打造一个成熟的培训外包服务市场。