Governance Mechanisms in Service Outsourcing Relationship Based on Trust: A Multi-Case Study

Abstract

Abstract:

With the characteristics of trust in both time and dynamic taking into consideration, this paper investigates the effect of multidimensional trust on governance mechanisms and relationship quality in two types of service outsourcing context: first cooperation and non-first cooperation. It encodes and analyzes the data related to the surveyed enterprises by using content analysis and supported by QSR NVivo10. We find that trust presents dynamic evolution characteristics in the development of service outsourcing relationship. Cooperation experience and complexity of outsourcing project will impact the selection of governance mechanisms. With regard to the first cooperation, calculus-based trust enhances the implementation enforcement of the contract governance, to the non-first one, benevolence-based trust increases relational governance, and competence-based trust plays the fundamental role in the whole process. Relational governance helps to promote the relationship effectiveness under the mid and long-term outsourcing cooperation.

Key words: service outsourcing, calculus-based trust, competence-based trust, benevolence-based trust, contractual governance, relational governance

Zhang Pei, Du Yaping, Ma Jianlong. Governance Mechanisms in Service Outsourcing Relationship Based on Trust: A Multi-Case Study[J]. , 2015, 27(10): 230-240.

References

[1] Colquitt J. A., Rodell J. B. Justice, Trust, and Trustworthiness: A Longitudinal Analysis Integrating Three Theoretical Perspectives[J]. Academy of Management Journal, 2011,54(6):1183-1206
[2] McAllister D. J. Affect-and Cognition-based Trust as Foundations for Interpersonal Cooperation in Organizations[J]. Academy of Management Journal, 1995,38(1):24-59
[3] 程德俊,宋哲,王蓓蓓.认知信任还是情感信任: 高参与工作系统对组织创新绩效的影响[J]. 经济管理, 2010,479(11):81-90
[4] Rousseau D. M., Sitkin S. B., Burt R. S. Not So Different After All: A Cross-Discipline View of Trust[J]. Academy of Management Review, 1998,23(3):393-404
[5] Schoorman F. D., Mayer R. C., Davis J. H. An Integrative Model of Organizational Trust: Past, Present, and Future[J]. Academy of Management Review, 2007,32(2):344-354
[6] 寿志钢,杨立华,苏晨汀.基于网络的组织间信任研究——中小企业的社会资本与银行信任[J]. 中国工业经济, 2011,(9):56-66
[7] 谭云清,李元旭.服务提供商的信任对跨国公司外包合作的影响[J]. 经济与管理研究, 2011,(6):101-108
[8] Brian L., Connelly T., Russell C., et al. Competence- and Integrity-Based Trust in Inter-organizational Relationships: Which Matters More?[J]. Journal of Management, 2015, DOI: 10.1177/0149206315596813
[9] Zhong W. G., Su C. T., Peng J. S., et al. Trust in Interorganizational Relationships: A Meta-Analytic Integration[J]. Journal of Management, 2014, DOI: 10.1177/0149206314546373
[10] 江旭.联盟信任与伙伴机会主义的关系研究——来自我国医院间联盟的证据[J]. 管理评论, 2012,24(8):51-57
[11] Huang Y., Wilkinson I. F. The Dynamics and Evolution of Trust in Business Relationships[J]. Industrial Marketing Management, 2013,42(3):455-465
[12] Lee J. N., Byounggu C. Effects of Initial and Ongoing Trust in IT Outsourcing: A Bilateral Perspective[J]. Information & Management, 2011,48(2):96-105
[13] Mao J. Y., Lee J. N., Deng C. P. Vendors' Perspectives on Trust and Control in Offshore Information Systems Outsourcing[J]. Information & Management, 2008,45(7):482-492
[14] 谭云清,李元旭.接包企业的信任、任务承诺对发包商合作的影响——来自在华国际服务外包企业的证据[J]. 经济管理, 2011,(7):39-44
[15] 李靖华,阮绍平.我国软件企业外包信任关系的路径演变分析案例研究[J]. 科学学研究, 2012,30(3):407-416
[16] Cao Z., Lumineau F. Revisiting the Interplay between Contractual and Relational Governance: A Qualitative and Meta-analytic Investigation[J]. Journal of Operations Management, 2015,33-34(1):15-42
[17] 罗珉,何长见.组织间关系: 界面规则与治理机制[J]. 中国工业经济, 2006,218(5):87-95
[18] Larson A. Network Dyads in Entrepreneurial Settings: A Study of the Governance of Exchange Relationships[J]. Administrative Science Quarterly, 1992,37(1):76-104
[19] Ghoshal S., Moran P. Bad for Practice: A Critique of the Transaction Cost Theory[J]. Academy of Management Review, 1996,21(1):13-47
[20] Poppo L., Zenger T. Do Formal Contracts and Relational Governance Function as Substitutes or Complements?[J]. Strategic Management Journal, 2002,23(8):707-725
[21] Huber T. L., Fischer T. A., Dibbern J., et al. A Process Model of Complementarily and Substitution of Contractual and Relational Governance in IS Outsourcing[J]. Journal of Management Information Systems, 2013,30(3):81-114
[22] Macneil I. R. Relational Contract Theory: Challenges and Queries[J]. Northwestern University Law Review, 2000,12(3):877-907
[23] 孙元欣,于茂荐.关系契约理论研究述评[J]. 学术交流, 2010,197(8):117-123
[24] 陈灿.当前国外关系契约研究浅析[J]. 外国经济与管理, 2004,26(12):10-14
[25] Wang Q., Bradford K., Xu J., et al. Creativity in Buyer-Seller Relationships: The Role of Governance[J]. International Journal of Research in Marketing, 2008,25(2):109-118
[26] Goo J., Kishore R., Rao H. R., et al. The Role of Service Level Agreements in Relational Management of Information Technology Outsourcing: An Empirical Study[J]. MIS Quarterly, 2009,33(1):119-145
[27] Handley S. M., Benton W. C. The Influence of Task-and Location-Specific Complexity on the Control and Coordination Costs in Global Outsourcing Relationships[J]. Journal of Operations Management, 2013,31(3):109-128
[28] Ndubisi N. O. Conflict Handling, Trust and Commitment in Outsourcing Relationship: A Chinese and Indian Study[J]. Industrial Marketing Management, 2011,40(1):109-117
[29] Lee J. N., Minh Q., Huynh, et al. IT Outsourcing Evolution-Past, Present, and Future[J]. Communications of the ACM, 2003,46(5):84-89
[30] Dibbern J., Tim G., et al. Information Systems Outsourcing: A Survey and Analysis of the Literature[J]. THE DATA BASE for Advances in Information Systems, 2004,35(4):6-102
[31] 朱庆英,叶飞,吕晖等.供应商与客户间的多维度信任、承诺与信息共享之间关系的研究[J]. 工业工程与管理, 2011,16(4):46-55
[32] 马占杰.对组织间关系的系统分析: 基于治理机制的角度[J]. 中央财经大学学报, 2010,30(9):86-90
[33] 周茵,庄贵军,彭茜.关系型治理何时能够抑制渠道投机行为?——企业间关系质量调节作用的实证检验[J]. 管理评论, 2013,25(1):90-100
[34] 沙颖,陈圻,郝亚.关系质量、关系行为与物流外包绩效——基于中国制造企业的实证研究[J]. 管理评论, 2015,27(3):185-196
[35] 武志伟,陈莹.企业间关系质量的测度与绩效分析——基于近关系理论的研究[J]. 预测, 2007,26(2):8-13
[36] Yin R. K. Case Study Research: Design and Methods[M]. California : SAGE Publications, 2009
[37] Kathleen M. E.,李平,曹仰锋译.案例研究方法: 理论与范例[M]. 北京: 北京大学出版社, 2012
[38] Ping L., Shuping G., Lamei Q., et al. The Effectiveness of Contractual and Relational Governances in Construction Projects in China Original[J]. International Journal of Project Management, 2015,33(1):212-222