信息技术服务全球采购中服务提供者与客户的知识共享

项目名称： 信息技术服务全球采购中服务提供者与客户的知识共享

项目编号： No.71271164

项目类型： 面上项目

立项/批准年度： 2013

项目学科： 管理科学

项目作者： 杜荣

作者单位： 西安电子科技大学

项目金额： 56万元

中文摘要： 信息技术(IT)服务全球采购环境下，出现了有待研究的新问题：服务提供者如何通过与客户的知识共享使服务更好地满足客户需要？本项目旨在通过对服务提供者与客户的知识共享研究，探索服务科学领域的理论前沿问题：如何使服务的生产和提供与客户的参与和消费成为有机的一体。拟研究：1）IT服务提供者与客户的知识共享模型；2）服务提供者与客户知识共享的模式和流程；3）影响服务提供者与客户知识共享的因素；4）服务提供者与客户知识共享过程中的信任构建；5）服务提供者与客户知识共享的实践策略。将用结构方程模型方法构建理论模型框架，借鉴成熟量表设计调查问卷，对西安、北京、上海提供IT服务的代表性公司进行深度访谈和问卷调查，并对欧美典型客户企业进行调查；用统计分析软件分析收集的调查数据，并根据数据分析结果，提出面向IT服务提供者和客户的管理启示和政策建议。研究结果有助于形成"中国情境"下的IT服务管理理论。

中文关键词： 信息技术；知识共享；知识管理；IT服务；跨文化管理

英文摘要： In global sourcing of information technology (IT) services, there is a new scientific problem to be studied: How can services supplier better meet client through the knowledge sharing between supplier and client? The purpose of this project is to study knowledge sharing between services supplier and client so as to add understandings to the cutting-edge theoretical question in the field of services science: how to integrate the supplier's services producting and providing with client's involvement and consumption. In this project, we will study 1) model of knowledge sharing between IT services supplier and client; 2) pattern and process of knowledge sharing between IT services supplier and client; 3) factors influence knowledge sharing between IT services supplier and client; 4) trust building in knowledge sharing between IT services supplier and client; and 5) practical strategies for knowledge sharing between IT services supplier and client. We will use SEM to build a theoretical model framework, design survey questionnaires with the help of existed scales, conduct deep interviews and questionnaire surveys in the sampled companies in Xian, Beijing and Shanghai that provide IT services, and collaborate with international researchers to investigate some typical client companies in UK, Ireland and US. We will use

英文关键词： Information technology；knowledge sharing；knowledge management；IT services；cross-cultural management