원문정보
An Exploratory Empirical Study on the Partnership and Performance of IT-enabled Business Process Outsourcing:A Case of CTI(Computer Telephony Integration) based Customer Service Center Outsourcing
초록
영어
This study explores a model of partnership to the success of outsourcing CTI(computer telephony integration) based customer service centers of a telecommunication service company. The motivation of the study is to extend the research on IT outsourcing to IT-enabled BPO of customer service centers as a specific IT outsourcing practice. Previous research on IT outsourcing partnership and success is reviewed for developing an a research model of IT-enabled BPO. This model is proposed based on the previous partnership success models in information systems research. The results of the study confirm major factors related to successful IT-enabled BPO in previous research. Especially, the specificity of a contract and strategic collaboration in partnership are found to be influential on the success of IT-enabled BPO.
목차
1. 서론
1.1 연구의 필요성 및 목적
1.2 고객서비스센터 CTI 아웃소싱
2. 정보시스템 아웃소싱에 관한 연구
2.1 정보기술 아웃소싱 파트너십 차원에 관한 연구
2.2 정보시스템 아웃소싱 성과차원에 관한 연구
3. 파트너십 및 성과 차원 구성 및 정의
4. 연구조사 설계, 자료수집 및 분석
4.1 연구설계
4.2 연구자료 수집 및 기술적 분석
4.3 파트너십 및 성과 차원도출을 위한 요인 분석
5. 결론:연구공헌, 한계, 향후 연구 방향
참고문헌