讲题：Service Outsourcing Emphasis, Service Quality, and Operating Performance: Evidence from United States Hospitals

嘉宾：Saurabh Mishra 副教授（加拿大麦吉尔大学）

时间：12月7日（周三）上午9:30-11:30

地点：商学院学术研讨室（文西二楼）

主持：卜祥智 教授

讲座简介：

Service organizations often face the decision to source key customer-facing activities from outside agents versus utilizing internal resources to undertake them. An increased outsourcing emphasis can potentially allow for higher operating performance, but can also place untoward pressure on service quality. This presents a dilemma for service managers, with few answers available from extant literature. The present study investigates the influence of front-end service outsourcing emphasis of hospitals on patient care quality and operating margins. The focus on hospitals is predicated on their large share in the United States (US) GDP and their role in promoting societal well-being. Analysis utilizing a unique database covering all hospitals in the US over a 14-year period confirms that higher outsourcing emphasis helps operating margins but this effect is attenuated due to a negative impact on patient care quality. The results also highlight capacity utilization and internal organizational expertise as key boundary conditions. Together, the findings providing important guidelines to service managers in general, and hospital managers in particular, regarding their services sourcing strategy.

欢迎全校师生参加！

商学院

2016-12-2