臺灣博碩士論文加值系統

　　外包服務是現今企業為獲取競爭優勢的模式。為了讓服務外包達到預期的效益，企業必須要針對服務外包活動進行管理，然受到服務特性的影響，導致企業在採購服務時，遭遇到事前難以評估成果的困難。本研究針對服務採購的議題，探討買方企業如何尋找適合的服務供應商，以及在選擇服務供應商過程中，影響買方企業決策的其它因素。
　　為深入探討選擇服務供應商的方式，本研究採用代理理論和網絡理論的架構，針對八間企業，共計十九個教育訓練採購案進行分析。經過研究後發現企業過去是否有相同的採購經驗會影響到企業選擇服務供應商的方式。若企業過去不曾進行過相同的採購，會採用名聲或口碑選擇供應商；若企業過去有相同採購經驗，則傾向選擇過去合作過的供應商。此外，當企業缺乏相同採購經驗且時間緊迫時，會透過網絡關係中弱連結取得供應商資訊。且當企業注重成本考量時，則傾向由提供利益的第三方來決定供應商。本研究的結果可對選擇供應商的實務有所貢獻。

Services outsourcing is the way that firms get the advantage of competition, and firms must manage the activities of service outsourcing. It’s difficult for firms to evaluate the outcomes because of services characteristics. The purpose of this study is to explore how buyers firms find the appropriate suppliers, and the factors effecting buyers’ decision in the selecting supplier process.
This study is developed from the network theory and agency theory. It uses in-depth case-study research in eight organizations, getting nineteen training-program cases for analying.The findings have shown that buyer firms choose the suppliers depending on whether buyer firms have the same purchasing experience.If the buyer firms had no purchasing experience, they used the way of reputation or word-of-mouth to choose suppliers. On the other hand, if buyer firms had the purchasing experiences, they prefer to choose the supplier that had cooperation with in the past. When the buyer firms had no purchasing experience and it is an urgent decision, they would use the weak ties of the network to get the information about supplier. And when the buyer firms emphasize the purchases costs, they would like to decide the supplier by the triads who provide the benefit. Finally, the study discuss the theoretical contributions and managerial implications.

中文摘要--------------------------------------------------------i
英文摘要--------------------------------------------------------ii
誌謝　　--------------------------------------------------------iii
目錄　　--------------------------------------------------------iv
表目錄　--------------------------------------------------------v
圖目錄　--------------------------------------------------------vi
第一章緒論------------------------------------------------------1
　第一節研究背景、動機與目的---------------------------------------1
　第二節研究流程-------------------------------------------------4
第二章文獻探討---------------------------------------------------6
　第一節服務特性-------------------------------------------------6
　第二節供應商選擇-----------------------------------------------10
　第三節代理理論-------------------------------------------------12
　第四節網絡理論-------------------------------------------------17
　第五節文獻總結-------------------------------------------------21
第三章研究方法---------------------------------------------------22
　第一節研究方法選擇----------------------------------------------22
　第二節資料蒐集-------------------------------------------------24
　第三節個案介紹-------------------------------------------------30
第四章研究結果---------------------------------------------------39
第五章結論與建議-------------------------------------------------51
　第一節研究結論-------------------------------------------------51
　第二節研究貢獻、限制與未來研究建議--------------------------------53
參考文獻--------------------------------------------------------55

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