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    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/29832


    Title: 客服中心委外服務之研究 — 交易成本之分析
    Authors: 廖錦瑜
    Contributors: 樓永堅
    廖錦瑜
    Keywords: 客服中心
    委外服務
    交易成本
    call center
    outsourcing
    transaction cost
    Date: 2002
    Issue Date: 2009-09-11 16:42:01 (UTC+8)
    Abstract: 企業將客服中心委外執行雖然能降低成本，但是企業與專業客服中心之間的交易過程會產生相當多成本，包括洽談合約、維持廠商關係及監督廠商依約行事等。這些和廠商有關的合約、管理費用即稱為交易成本。
    本研究目的是以交易成本理論探討企業客服中心的委外服務決策，亦即以事前協商成本、資產專屬性、不確定性、供應商因素、委外的外顯單位效益成本等變數分析企業客服中心的委外決策，同時加入產業別、企業規模及企業態度三個組織特性因素，分析對企業客服中心委外決策的影響。
    本研究是採用調查研究的研究方法，以郵寄問卷的方式來蒐集資料，回收有效問卷為103份。
    本研究實證結果顯示，資產專屬性及委外的外顯單位效益成本愈高則企業客服中心的委外態度將愈低，對客服中心愈熟悉的產業其企業客服中心的委外態度愈高，企業規模愈大其企業客服中心的委外態度愈低。
    本研究建議可進一步評估企業將客服中心委外執行的績效，或是以其他理論或其他變數進行企業客服中心委外服務之研究。此外，可以考慮改由專業客服中心的觀點進行檢驗，探討如果專業客服中心與企業的關係由現有的契約關係發展為較密切的策略夥伴，是否能夠為專業客服中心帶來更多委外的案件。
    Corporate which outsources the call center can reduce operating cost, but the transaction between corporate and call center outsourcing companies would generate much cost, including negotiation, keeping relation and monitoring companies. The cost mentioned above is so-called transaction cost.
    The main purpose of this study is to analyze the elements which influence the decision process of outsourcing of call center. This study uses negotiation cost, asset specificity, uncertainty, supplier, outsourcing cost / utility to analyze the outsourcing decision of call center, and incorporates organization characteristics such as category of industry, corporate scale, and corporate attitude to analyze the influence of outsourcing decision of call center.
    This study uses survey research method and then collects 103 copies of valid questionnaires. The results are as follows.
    Asset specificity, outsourcing cost utility, category of industry and corporate scale have significant influence on outsourcing decision of call center. It shows that both asset specificity and outsourcing cost / utility are negatively related to outsourcing possibility. Companies in certain industry familiar with call center tend to outsource call centers. Corporate of large scale is unwilling to outsource call center.
    This study suggests that further investigation of evaluating the performance of outsourcing call center can be taken and other theories or variables can be used to analyze the elements influencing the outsourcing decision of call center. Besides, following researchers can also explore that if corporates engage in close partnership rather than sign an outsourcing contract can bring more profit or cases to the call center outsourcing companies from its point of view.
    Reference: 一、中文部分
    1、吳思華，交易成本理論及其在企業經營策略與組織管理上之涵義，管理新思潮，中華民國管理科學學會，1990年，頁109-139
    2、呂美玲，從交易成本觀點探討資訊系統之委外決策，銘傳大學國際企業管理研究所碩士論文，2002年
    3、呂郁青，客服業成立協會 要把餅做大 — 結合異業 盼將市場擴大四成，經濟日報，2002年3月8日，35版
    4、周震平，導論篇 — Call Center的台灣演進史，通訊雜誌，第74期，2000年3月，頁102-105
    5、林奇瑩，組織特性、管理特性及策略型態對資訊系統外包的影響與系統績效之相關研究：以大型企業為例，中正大學資訊管理研究所碩士論文，1997年
    6、邱志聖，策略行銷分析 — 架構與實務應用，智勝文化，2001年，頁25-47
    7、洪湘圍，就交易成本觀點探討影響印前作業委外決策之因素研究，中國文化大學印刷傳播研究所，2000年
    8、飛翱網訊，委外客服中心新趨勢，通訊雜誌，第86期，2001年3月，頁52-53
    9、郭美懿，從自有走向專業分工 — Call Center也吹委外風，通訊雜誌，第76期，2000年5月，頁45-48
    10、曾世忠，效率客服 — 客服中心的程序規劃，培生集團，2003年，頁19-24
    11、黃振倫 ＆ 黃貝玲，電話客服中心委外服務，電子化企業經理人報告，第18期，2001年2月，頁37-40
    12、董啟晟，客戶服務中心發展現況與趨勢，通訊雜誌，第76期，2000年5月，頁41-44
    13、趙新民，客服中心5部曲：壹零壹篇 — Call Center總規劃策略，資訊與電腦，第256期，2001年11月，頁127
    14、遠擎管理顧問公司，2001年台灣客服中心之規劃、建置與運用調查研究報告（中文版），遠擎管理顧問公司，2001年
    15、劉俊琅，資訊系統委外交易成本與決策之分析，淡江大學資訊管理學系碩士班碩士論文，1998年
    16、蔡政達，資訊系統委外之研究，中央大學資訊管理研究所碩士論文，1995年
    二、英文部分
    1.Arnett, Kirk P. and Jones, Mary C., “Firms that Choose Outsourcing: A Profile,” Information & Management, Vol. 26, Apr 1994, pp. 179-188
    2.Aubert, Benoit A., Rivard, Suzanne and Patry, Michel, “A Transaction Cost Approach to Outsourcing Behavior: Some Empirical Evidence,” Information & Management, Vol. 30, May 1996, pp. 51-64
    3.Cannon, Joseph P. and Homburg, Christian, “Buyer-Supplier Relationships and Customer Firm Costs,” Journal Of Marketing, Jan 2001, Vol. 65, pp. 29-43.
    4.Coase, Ronald H., “The Nature of the Firm,” Economics, Vol. 4, 1937, pp. 386-405
    5.Corbett, Michael F., The Global Outsourcing Market — 2002, Michael F. Corbett & Associates, Ltd, Jun 2002, pp. 1-8
    6.Drucker, Peter F., “Drucker on Management: Sell the Mailroom,” Wall Street Journal, Jul 25, 1989, p. 1
    7.Grover, Varun, Cheon, Myun Joong and Teng, James T.C., “A Descriptive Study on the Outsourcing of Information Systems Functions,” Information & Management, Vol. 27, Jul 1994, pp. 33-44
    8.Heide, Jan B. and John, George, Jmr, “Alliances in Industrial Purchasing: The Determinants of Joint Action in Buyer-Supplier Relationships,” Journal Of Marketing Research, Feb 1990, Vol. 27, Iss. 1, pp. 24-36
    9.Lacity, Mary C. and Hirschheim, Rudy, Information Systems Outsourcing : Myths, Metaphors, and Realities, New York : John Wiley & Sons, 1993
    10.McFarlan, F. Warren and Nolan, Richard L., “How to Manage an IT Outsourcing Alliance,” Sloan Management Review, Vol. 36, Iss. 2, Winter 1995, pp. 9-23
    11.Nam, Kichan, Rajagopalan, Srinivasan, Rao, H. Raghav and Chaudhury, A. “A Two-Level Investigation of Information Systems Outsourcing,” Communication Of The ACM, Vol. 39, Iss. 7, July 1996, pp. 36-44
    12.Quinn, James Brian and Hilmer, Frederick. G., “Strategic Outsourcing,” Sloan Management Review, Vol. 35, Iss. 4, Summer 1994, pp. 43-55
    13.Reed, David, Call Centres — The Next Generation, London: Financial Times Business Ltd, 1999
    14.“The Outing of Outsourcing,” The Economist, Vol. 337, Iss. 7942, Nov 25, 1995, pp. 57-58
    15.Williamson, Oliver E., Marketing and Hierarchies: Analysis and Anti-trust Implications, New York: The Free Press, 1975
    16.Williamson, Oliver E., “Credible Commitments: Using Hostages to Support Exchange,” American Economic Review, Vol. 73, Iss. 4, Sep 1983, p. 526
    17.Williamson, Oliver E., “Comparative Economic Organization: The Analysis of Discrete Structural Alternatives,” Administrative Science Quarterly, Vol. 36, Iss. 2, Jun 1991, pp. 281-282
    Description: 碩士
    國立政治大學
    企業管理研究所
    90355024
    91
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0090355024
    Data Type: thesis
    Appears in Collections:[Department of Business Administation] Theses

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