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首页> 外文会议>12th Americas Conference on Information Systems(AMCIS 2006) vol.5 >Does Offshoring Impact Customer Satisfaction?
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Does Offshoring Impact Customer Satisfaction?

机译：离岸外包会影响客户满意度吗？

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While researchers have noted the increase in offshoring IT and business processes since the 2000 timeframe, there is limited work on the implications of offshoring for firms and consumers. This research begins to address these implications by studying the relationship between offshoring and customer satisfaction, expressed through the American Customer Satisfaction Index~TM tracked by the National Quality Research Center. We analyze panel data of 68 firms and business units from 1997-2004, and find that offshoring is associated with an increasernin both perceived value and perceived quality, the two key components of customer satisfaction. We also find that the positive relationship between offshoring and customer satisfaction is mediated by both perceived value and perceived quality. This indicates that as firms engage in offshoring IT and business processes, firms simultaneously increase the value and quality of their goods and services.
机译：尽管研究人员注意到自2000年以来离岸IT和业务流程的增长，但是离岸外包对公司和消费者的影响方面的工作还很有限。这项研究开始通过研究离岸外包与客户满意度之间的关系来解决这些问题，该关系通过国家质量研究中心跟踪的“美国客户满意度指数”来表示。我们分析了1997年至2004年期间68家公司和业务部门的面板数据，发现离岸外包与感知价值和感知质量的增长（客户满意度的两个关键组成部分）有关。我们还发现，离岸外包与客户满意度之间的正向关系是由感知价值和感知质量两者共同调节的。这表明，随着公司参与离岸IT和业务流程的发展，公司会同时提高其商品和服务的价值和质量。

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