电子政务成效评价模型及实证研究——以湖南省部分地级市为例

本文旨在研究电子政务是否及怎样作用于信息时代建立高效、公开、正义、廉洁服务型政府的机制。以公众和公务员为研究视角,综合电子政务的内部与外部绩效,构建以顾客满意度、电子政务应用实效、可持续保障机制、基础设施完备度等为指标体系的电子政务成效层次结构模型,并以长沙、株洲和郴州市政府的调查数据进行实证研究,揭示电子政务的成效。结果表明:电子政务成效总体属于中等水平,电子政务的功能性应用处于建设性阶段,对政务信息共享和电子化有较好的促进作用,但电子政务提高政务的执行效率有限。提出了各级政府应加大电子政务的功能性应用建设力度,协同创新政务管理策略,以此提高政务执行效率,实现服务型政府。     

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.     

中国制造企业的物流外包——供应链核心成员之路

中国已成为世界先进制造业基地,具备了融入到有竞争力的国际或国内供应链的能力,但是要想成为供应链的主要成员乃至核心成员,就必须从"中国制造"向"中国服务"转型。与制造直接配套相关的服务首推"物流服务",作为中国的制造企业,进行物流外包是提升自己核心竞争力、增强综合实力的非常关键的战略举措。     

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。     

基于供应链管理的企业竞争优势的战略思考

随着经济全球化和科学技术的发展,供应链管理已成为现代企业管理的重要思想和方法。通过降低成本、业务外包和创造顾客价值,供应链管理能有效地提升企业的竞争优势。我国企业应采取必要的战略措施加强供应链管理,以增强企业核心竞争力。     

我国服务外包产业集群的治理策略研究

服务外包产业集群快速发展,需要更有效、更准确的产业政策继续扶持。产业集群是社会资本丰富的组织,集群剩余索取权是产业集聚的动力之一。文章对服务外包产业政策效果评价现状进行了梳理,提出了从产业集群治理层面进行政策制定及效果评估的核心思想,并进一步分析了产业集群治理的基本机制-集群剩余索取权的社会资本特性以及政府在产业集群治理中主导作用的形成,建构了产业集群网络的结构熵模型以反映社会资本或集群剩余的演化。有关基于熵变的产业集群治理策略方面,文章提出产业政策应从降低企业经营成本为主向提高集群剩余和社会资本的方向完善,通过加强产业集聚区公共服务和公共产品的提供、非正式关系的营建、交易平台的建设等措施以增强企业网络的"嵌入性"凝聚更多积极的生产要素,提高产业集群的生命力和竞争力。     

江苏城市离岸服务外包效率的影响因素分析

在运用SE-DEA方法对江苏省13个城市离岸服务外包效率评价的基础上,进一步将效率值作为因变量,并选取国际互联网用户数、普通高校毕业生人数、城镇在岗职工年平均工资、高新技术产业产值、第三产业占GDP的比重、进出口总额占GDP总额的比重作为自变量进行Tobit回归。结果表明：第三产业占GDP的比重对三个效率指标的影响呈显著正相关;国际互联网用户数与综合效率呈正相关;高新技术产业产值与规模效率呈负相关的程度小于与技术效率呈正相关的程度,进出口总额占GDP总额的比重则是由于与技术效率呈负相关的程度小于与规模效率呈正相关的程度,从而使得两者对综合效率的影响是正的;而普通高校毕业生人数和城镇在岗职工年平均工资与综合效率负相关。     

软件外包产业竞争力评价体系的构建及应用研究

对软件外包产业竞争力的评价有助于及时把握自身竞争优势和发展效果,但相关研究在国内起步较晚,且未形成共识。以产业结构理论和资源基础理论为理论基础,以平衡记分卡为指导,软件外包产业竞争力评价体系应包括财务、客户、内部业务流程、学习与成长四个维度的21项指标,并利用因子分析方法对指标体系进行综合约减。最后利用数据包络分析方法,以福建省为例进行实证研究,结果显示,福建省软件外包产业综合竞争力较差,生产、创新、规模等基础竞争力薄弱,生产效率不高,资源未能充分利用,但在持续发展等方面表现良好。