• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Journal of Enterprise Information Management >Critical success factors in gaining user customer satisfaction in outsourced IT services
【24h】

Critical success factors in gaining user customer satisfaction in outsourced IT services

机译：在外包IT服务中获得用户客户满意度的关键成功因素

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Purpose - The purpose of this paper is to identify the critical success factors in gaining user customer satisfaction in IT outsourced services and find how it helps in the competitive advantage and customer retention for the service provider. Improving the service quality and customer satisfaction of outsourced IT service is the main rationale behind pursuing this research. Design/methodology/approach - Three firms were selected for studying primarily because a large part of their IT support work is outsourced to multiple vendors and support work is carried out, both on site and offshore. A structured, open-ended interview was conducted because of the exploratory nature of this case study. The primary data were collected through face-to-face interviews, with 12 senior managers. Extensive secondary data were provided by the interviewees. Findings - The paper provides evidence that by following critical success factors there are few expected outcomes to client and service provider organizations, like user satisfaction for the client, and competitive advantage and customer retention in IT service-providing organizations. As evident from the interview with the three companies, from their experience over the years of outsourcing the IT services, the service providers are able to sustain better employee retention. Customers have seen improved employee attitude and morale, increased productivity of the service provider, which resulted in reduced costs to customers over the years. Research limitations/implications - The findings were based solely on oil and gas organizations from North America and UK. Also, service providers for these organizations have the majority of their operations out of India, and again, the feedback from the customers may be focused only on these service providers, and may not reflect service practices in other geographic, economic or cultural settings. The implication of this research on theory is, by following these critical success factors, user customer satisfaction is likely to improve with outsourced IT services. Practical implications - This research may help in reducing service provider burn-out and improve employee retention. Lessons learned are that to be a successful IT service provider in a long-run, one needs to understand the end user and executives of client, and also its own knowledge workers. Also, the findings may provide valuable insights for practitioners. Originality/value - IT outsourcing is ultimately a people-centric business. Many client and service provider companies make the error of assuming that it's a process-centric event, or a simple business transaction. The best outsource service provider's focus on morale, resistance, retention, and cultural evolution. Implementing effective service management will pay back in terms of better service and improved business performance, and result in stronger long-term relationships between suppliers and recipients.
机译：目的-本文的目的是确定在IT外包服务中获得用户客户满意度的关键成功因素，并找到它如何帮助服务提供商获得竞争优势和客户保留。进行外包研究的主要理由是提高外包IT服务的服务质量和客户满意度。设计/方法/方法-之所以选择三家公司进行研究，主要是因为他们的IT支持工作的很大一部分外包给了多个供应商，并且支持工作在现场和离岸进行。由于本案例研究具有探索性，因此进行了结构化的开放式访谈。主要数据是通过与12位高级经理的面对面访谈收集的。受访者提供了广泛的辅助数据。调查结果-本文提供的证据表明，遵循关键的成功因素，客户和服务提供商组织几乎没有预期的结果，例如客户对客户的满意度以及在IT服务提供组织中的竞争优势和客户保留率。从对这三家公司的采访中可以明显看出，从他们在外包IT服务方面多年的经验来看，服务提供商能够维持更好的员工留任率。客户的员工态度和士气得到改善，服务提供商的生产力得到提高，多年来降低了客户的成本。研究的局限性/意义-研究结果仅基于北美和英国的石油和天然气组织。同样，这些组织的服务提供商的大部分业务都在印度以外，并且，来自客户的反馈可能仅集中在这些服务提供商上，而可能无法反映其他地理，经济或文化环境中的服务实践。这项理论研究的意义在于，通过遵循这些关键的成功因素，外包IT服务可能会提高用户客户满意度。实际意义-这项研究可能有助于减少服务提供商的倦怠并提高员工保留率。从中获得的经验教训是，要长期成为一名成功的IT服务提供商，需要了解最终用户和客户主管，以及其自己的知识工作者。而且，这些发现可能为从业者提供有价值的见解。原创性/价值-IT外包最终是以人为本的业务。许多客户和服务提供商公司会错误地认为这是以过程为中心的事件或简单的业务交易。最好的外包服务提供商将重点放在士气，抵抗，保留和文化发展上。实施有效的服务管理将以更好的服务和改善的业务绩效为回报，并导致供应商和接收者之间的长期关系更加牢固。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号