Implications of Outsourcing - Investigating the Nature of Quality of Service Provided by an Offshore Outsourcee

Zu, Hongli (2008) Implications of Outsourcing - Investigating the Nature of Quality of Service Provided by an Offshore Outsourcee. [Dissertation (University of Nottingham only)] (Unpublished)

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Since higher service quality would lead to increased customer satisfaction, and that would yield profit in business, there has been a growing interest of measuring service quality. The purpose of this dissertation is to investigate the nature of quality of service provided by Chinese supplier in the offshore outsourcing context. This research use the different quality dimensions to examine the gap between outsourcer's expected and perceived quality of service. Totally seventeen organizations from western country participate this research. Two questionnaires for each outsourcing company to obtain information, aim to evaluating the ES (Expected Service Quality) and PS (Perceived Service quality) provided by their Chinese outsourcee. In order of acquire more detailed information, an face to face interview with British Telecom (BT) and an in-depth interview with Sofmit which is the No. 1 of Chinese west IT company was conducted. Certain kinds of quality dimensions based on the factors derived from literature review will be employed to measure the discrepancy of ES and PS quality.

Research indicates the gap varies from sourcing products and service in China. Generally, the simple processed, easy manipulated product provided by Chinese outsourcee is satisfied outsourcers' needs, certain element even higher than expected. However, high-tech, complicated service leaves much desire. Culture different became the primary reason for low quality of service, according to both outsourcer and outsourcees' viewpoint. Finally, suggestions on how to mitigate this kind of risk will be given based on distinct Chinese culture.

Item Type: Dissertation (University of Nottingham only)
Keywords: Outsourcing, China, Quality of service
Depositing User: EP, Services
Date Deposited: 24 Oct 2008
Last Modified: 25 Oct 2016 16:46

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