服務業之補充性服務自製或外包：飯店業之個案研究

近年來，企業紛紛將部分的活動外包，儼然成為企業重要的策略。過去對於外包的研究，主要著重在有形的製造業產品上，對服務業的探討相對較少。因此，本研究目的在探討影響補充性服務外包之關鍵因素，以交易成本及資源基礎觀點為基礎，並加入服務產品特性，以期建立其研究架構。透過個案研究方法，訪談五家國內的國際觀光大飯店。研究發現影響補充性服務與外包的正向關係的干擾變數包含(1)服務產品的不可分離性、服務接觸及對核心服務的支援程度(2)技術程度(3)環境不確定性(4)專屬性資產(5)策略選擇。

關鍵字

外包；補充性服務；交易成本；資源基礎觀點；不可分離性；專屬性資產

並列摘要

Outsourcing activities have been receiving amount of managerial attention, but previous studies focus mainly on finished goods by manufacturing and seldom on service industry. This research attempts to develop a conceptual framework of outsourcing decision of supplementary service for service industry and to explore the critical factors in outsourcing activities based on Transaction Cost and Resource-based View theories. The research focused on hotel industry and sampled the five international hotels in Taiwan. The result indicates that the positive relationship between supplementary service and outsourcing will be moderate by following variables: (1) the characteristics of service product including inseparability, service encounter and the level to support core service (2) technical level (3) environmental uncertainty (4) asset specificity (5) strategies choice.

並列關鍵字

outsourcing ； supplementary service ； Transaction Cost ； Resource-based Views ； inseparability ； asset specificity

參考文獻

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