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An empirical study on the source of vendors' relational performance in offshore information systems outsourcing

机译：离岸信息系统外包中供应商关系绩效来源的实证研究

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摘要

Despite keen interest in long-term strategic outsourcing and attention to factors affecting outsourcing success, the examination on relational performance, i.e., the difference between a vendor's performance with a particular client and that with its average client base, can be hardly found. This study adopts a relational view to offshore information systems (IS) outsourcing from a vendor's perspective to explore the source of relational performance. Results highlight the importance of client-specific capabilities and trust as a self-enforcing governance mechanism in a vendor's relational performance in terms of service quality. Project management and client-specific capabilities act as substitute for each other in affecting relational service quality. In addition, while trust and learning about client contribute to client-specific capabilities, trust is also positively related to learning about client. These findings enrich our understanding of the source of outsourcing relational performance and contribute to the literatures on vendors' capabilities in IS outsourcing.
机译：尽管对长期的战略外包有浓厚的兴趣，并关注影响外包成功的因素，但是很难找到对关系绩效的检验，即卖方对特定客户的绩效与平均客户群之间的差异。这项研究从供应商的角度采用了对离岸信息系统（IS）外包的关系视图，以探索关系绩效的来源。结果突出显示了特定于客户的功能和信任在服务质量方面作为供应商的关系绩效中的一种自我实施的治理机制的重要性。项目管理和特定于客户的功能在影响关系服务质量方面相互替代。此外，虽然信任和对客户的了解有助于特定于客户的功能，但信任也与对客户的了解有正相关的关系。这些发现丰富了我们对外包关系绩效来源的理解，并有助于有关供应商在IS外包中的能力的文献。

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