Decoding digital transformational outsourcing: The role of service providers’ capabilities     

《International Journal of Information Management》2021

The business process outsourcing industry has got disrupted, first by the significant shift in value creation activities from the clients to the service providers, and second by pervasive digital penetration, resulting in the emergence of Digital Transformational Outsourcing (DTO). Service providers now play a more significant role, making their capabilities important. In the new context, service providers require a uniquely different set of dynamic capabilities to handle end-to-end business functions on behalf of their clients while delivering digital value propositions.We study 26 of the largest global business process outsourcing providers to conceptualise and identify six dynamic capabilities of service providers salient in the new context, i.e., consultative, orchestration, insights, network management, knowledge access, and standardisation. Interviews conducted with industry experts provided evidence in support of the identified dynamic capabilities. A novel firm capability dataset was created using secondary data, and using fuzzy-set Qualitative Comparative Analysis (fsQCA), we identify configurations for high and low performance and find them to vary by the firm's broad/narrow scope.  相似文献   

Engaging mothers with substance use issues and their children in early intervention: Understanding use of service and outcomes     

《Child abuse & neglect》2018

Mothers who use substances need integrated, multi-sectoral intervention services to support substance use discontinuation. We explored mothers’ service use at Breaking the Cycle, an early intervention and prevention program for pregnant and parenting women and their young children in Toronto, Canada. We conducted retrospective analyses of families’ service records and client charts (N = 160). Aims were to 1) describe women’s use of service, 2) examine how early engagement of pregnant women related to postnatal service use, and 3) examine the circumstances in which women ended their service relationship with Breaking the Cycle. Specifically, we examined circumstances at service ending relating to women’s service goals; custody status with children; and global substance-use, parent-child relationship, and child development outcomes. We found that these vulnerable women were actively engaged in many services and for a long duration, early engagement was associated with greater service use, and greater service use was associated with more positive circumstances upon ending service. Results provide support for a relational approach to service that promotes not only the relationship between mother and child, and mother and service provider, but also highlights relationships among staff, between staff and management, and between community partners as integral to effective service delivery. Integrating positive relationships at all levels is critical to support vulnerable families with complex needs.  相似文献   

“互联网+”时代我国现代农业服务业的新内涵、新特征及动力机制研究     

马晨  李瑾 《科技管理研究》2018,(2)

以互联网、物联网、大数据等信息化前沿技术对农业服务业发展的影响与驱动为切入点,深入研究"互联网+"时代我国现代农业服务业发展的新形式,创新性地提出"互联网+"环境下我国现代农业服务业的新内涵,深入剖析在与互联网跨产业、跨领域、跨业务结合以后,现代农业服务业展现出高增值性、高渗透性和强外部性的新特征。重新梳理我国现代农业服务业的分类,着重分析利用信息感知、数据传输、智能处理和优化决策等先进的互联网信息技术推动现代农业服务业转型升级的动力机理,并提出发展现代农业服务业的相关对策建议。  相似文献   

CC-Qual: A holistic scale to assess customer perceptions of service quality of collaborative consumption services     

《International Journal of Information Management》2019

The paper defines and validates a scale—CC-Qual—to assess the quality of services provided through a Collaborative Consumption (CC) model.The authors have borrowed a set of items arranged in eight dimensions from the literature on CC. A panel of selected practitioners (seven CEOs of CC companies) assisted in the design of the questionnaire, which was launched in June 2018. A sample of 127 questionnaires was used for exploratory factor analysis. A second sample of 301 users was used for confirmatory analysis using EQS 6.4 software.A scale of 21 items gathered under five dimensions is proposed. Accordingly, the perceived quality in CC is composed of five dimensions: three of them related to the interaction with the platform (“site organization”, “platform responsiveness and agility” and “legal protection and trustworthiness”), another related to the perceived quality of the peer service supplier (“peer service provider”) and the last one to assess the encounters with other consumers and with the person who provides the service (“social interaction”).This study provides a useful measure for the assessment of the perceived quality of CC services, regardless of the activity sector. This instrument might assist managers for both assessing and benchmarking. The instrument also provides independent and reliable information for customers.  相似文献   

A case analysis of E-government service delivery through a service chain dimension     

《International Journal of Information Management》2019

Unlike e-business few studies have examined how information is generated and exchanged between stakeholders in an e-government service chain to generate value for citizens. This case study applies the concept of service chains to empirically explore: a) how internal and external business activities in local government authorities (LGAs) contribute to electronic service delivery, and b) the impact that internal and external stakeholders have on these activities. The case study found that the diversity of stakeholders involved and lack of appropriate mechanisms for information exchange and collaboration are posing the biggest challenges for efficient local e-government service delivery.  相似文献   

契约条件下服务外包供应链知识共享协调及影响因素分析     

张喜征  谢悦  曹帅  梁家莉 《科技管理研究》2018,(13)

从服务外包视角,考虑服务发包方和服务接包方知识共享时知识收益及溢出损失,构建服务外包供应链利益生成模型,分析服务发包方和服务接包方选择知识共享策略的理性条件,并引入"收益共享+成本共担"契约对服务外包供应链利益进行分配,探究有无契约、知识整合能力对服务外包供应链利益的影响并进行仿真分析。研究表明,双方知识整合能力较强时双向知识共享比单向知识共享时服务外包供应链的利润更大,知识共享的理性条件是知识共享收益大于知识共享成本;"收益共享+成本共担"契约下服务接包方与发包方收益共享份额与成本共担份额一致时服务外包供应链整体利润比无契约时的整体利润更高。  相似文献   

构建区域科技金融服务联动机制研究-----以重庆市为例     

刘清华 《科技管理研究》2018,(21)

融资难、融资贵是科技型中小微企业面临的普遍问题。本文以重庆市科技金融服务体系建设为例,在深入分析重庆市科技金融服务体系及联动机制发展现状的基础上,针对科技型中小微企业所面临的融资难、融资贵问题,提出建立政府引导与市场化运作相结合的科技金融服务联动机制以缓解此问题的相关建议。  相似文献   

商业性档案培训服务SWOT分析     

孙大东  彭登辉 《档案与建设》2020,(2):18-21,44

随着档案行业的发展和市场经济的推动,商业性档案培训服务应运而生,并逐渐展示出了强大的活力,这无疑为档案事业的发展提供了新思路、新动力、新方法。文章运用SWOT分析法,对商业性档案培训服务内部的优势、劣势以及外部的机会、威胁因素进行分析,进而提出了相应的发展思路和建议,以期推动商业性档案培训服务能够突破传统思想束缚、完善运营机制,使之成为档案事业发展的新增长点。  相似文献   

The effects of service convenience and perceived quality on perceived value,satisfaction and loyalty in low-cost fitness centers     

Jerónimo García-Fernández  Pablo Gálvez-Ruíz  Jesús Fernández-Gavira  Luisa Vélez-Colón  Brenda Pitts  Ainara Bernal-García 《Sport Management Review》2018,21(3):250-262

Due to its importance in fitness centers, a number of authors have explored and analyzed loyalty. However, two characteristics not yet examined are service convenience in fitness center chains and low-cost fitness centers (an emerging business model). In the present study, the authors sought to understand the relationship among perceived quality and service convenience on perceived value, satisfaction, and client loyalty in low-cost fitness centers. Clients (N = 763; 381 women and 382 men) from three low-cost Spanish fitness centers were surveyed, revealing a positive relationship among the variables studied. Findings demonstrate the importance of proper management of non-monetary sacrifices and perceived quality by the managers of these sport organizations, since client loyalty could depend on factors of these emerging sport models.  相似文献   

Triggering effects of mobile video marketing in nature tourism: Media richness perspective     

Ari Alamäki  Juho Pesonen  Amir Dirin 《Information processing & management》2019,56(3):756-770

The aim of this study was to investigate videos as potential triggers of behavior. Therefore, we applied the theories of triggers and media richness to learn about the triggering efficiency of mobile marketing videos on participants’ behavioral intentions. The experiment involved three distinct test groups, each comprising 41 student participants. From the perspective of media richness theory, we observed that the different kinds of videos had quite similar effects in terms of triggering behavioral changes. However, the mechanisms explaining why triggers were present differed for each video. Further, the results reveal that the consumer's position in the information search process was the most significant reason for the triggering of any kind of effect. In addition, the instructionally designed videos were able to exert an affective triggering effect: the more participants liked the video, the more it affected their participation intention and recall scores. This study extends the media richness research by demonstrating that the effects of media richness can vary within technically similar videos, as they form different logical connections among non-verbal visual cues related to a video's storyline.  相似文献