教育訓練外包影響客戶滿意度因素之研究：以越南企業為例

A Research on Factors Affecting Client’s Satisfaction:A Case Study on Outsource Training in Vietnamese Companies

阮瑞懷兒(Nguyen-Thuy-Hoai Nhi)

指導教授 ： 黃子玲

中原大學/商學院/國際商學碩士學位學程/碩士(2014年)

https://doi.org/10.6840/cycu201400348

摘要

訓練的需求在一些發展中國家，譬如越南，越來越重要。幾乎所有的越南企業將他們的訓練需求委託外面的機構來進行。然而，這些越南企業總在訓練課程結束後，因為某些未知因素結束雙方(委託企業與代訓機構)的關係。本研究透過人力資源外包相關的文獻來了解影響因素及訪談越南14家企業(委託企業7家，代訓機構7家)做進一步的確認。
本研究發現委託企業與代訓機構的看法不同，並在文末作詳細的分析，希望透過我們的研究與分析，提供給越南企業與代訓機構作為往後決策的參考。

關鍵字

訓練外包 ； 越南企業 ； 客戶滿意度 ； 代訓機構

並列摘要

The demands for training are increasingly high in some developing countries, such as Vietnam. Almost all Vietnamese companies use outside vendors to support their training needs. However, the firms usually change the vendors after they finish training course, and the relationships between the firms (client) and the firms provide training (vendor) become obstructive with the reasons which are not transparent. So, this study builds on the human resources outsourcing literature in learning the factors that affect client satisfaction and how to maintain outsourcing relationship in training in Vietnam. Participants were 14 Vietnamese companies, of which 7 were client companies and 7 were vendor companies. They identified credibility, practical, performance of training, contractual specificity, reputation, trust, relationship tenure are important factors to make client’ satisfaction, while credibility, reputation, communication behavior, personal relationship, cultural understanding, performance of training, manager’s expectation all are crucial elements for maintaining relationships. My research also found out the difference between client’s perception and vendor’s perception in outsourcing relationship.

並列關鍵字

vendor companies. ； client companies ； Vietnamese companies ； Client’s satisfaction ； Outsourcing of training

參考文獻

Ali Babar, M., J. M. Verner, et al. (2007). "Establishing and maintaining trust in software outsourcing relationships: An empirical investigation." Journal of Systems and Software 80(9): 1438-1449.

Anderson, J. C. N. J. A. M. S. I. (1990). A model of distributor firm and manufacturer firm working partnerships. Cambridge, Mass., Marketing Science Institute.

Blau, P. M. (1964). Exchange and power in social life. New York, J. Wiley.

Burgess, R. and T. Huston (1983). Social Exchange in Developing Relationships: An Overview. Social Exchange in Developing Relationship. R. Burgess and T. Huston. New York NY, Academy Press: 3-28.

Conner, K. R. and C. K. Prahalad (1996). "A Resource-Based Theory of the Firm: Knowledge Versus Opportunism." Organization Science 7(5): 477-501.