关系与IT外包绩效:服务质量调节的中介作用

基于社会资本理论,从IT外包承接商视角深入分析关系对IT外包承接商绩效的作用机制,并在此基础上考察服务质量的中介作用和关系的调节作用。以237家IT外包承接商企业高层管理者的数据为样本,运用结构方程模型对所提假设进行实证检验。结果表明:关系对IT外包承接商绩效的直接作用并不显著,以服务质量为中介变量产生间接正向影响;关系对服务质量的中介作用具有负向调节作用,即在企业关系弱的条件下,服务质量对企业绩效的作用越显著,反之亦然。

How Guanxi influence IT outsourcing performance:An investigation of the moderated mediation effects

Based on the social capital theory, this paper builds up a mediated moderation model to understand the influence of Guanxi on IT outsourcing performance, and examine the mediation role of service quality and the moderation effect of Guanxi from the vendors' perspective. We collected a sample of 237 managers from Chinese IT outsourcing companies, and applied the structural equation model and the moderation method to empirically test the model and the hypothesis. The results indicated that: (1) Guanxi is taking service quality as fully intermediate variable to impact indirectly and positively the vendors' IT outsourcing performance, while its direct effect is not significant; (2) Guanxi can moderate negatively the mediation role of service quality. The effect of service quality on vendors' IT outsourcing performance under the low level of Guanxi is strikingly greater than that under the high level of Guanxi.