摘要
高校后勤服务外包是高校后勤社会化改革的重要形式。本文针对高校后勤社会化改革中的服务外包问题,以D大学为例,采用问卷调查等方法,剖析了高校后勤社会化改革中的服务外包实体财务情况及其服务满意度,结果发现,D大学部分服务型实体外包会导致服务满意度下降等弊端。基于案例分析,本文兼顾高校后勤服务外包中普遍存在的产权不清晰及代理风险等问题,最终构建了基于分类管理与部分外包的高校后勤服务外包框架。这对中国高校后勤社会化改革的服务外包实践提供了参考和借鉴。
University logistics service outsourcing is an important form of the socialization reform of university logistics. Taking University D as an example and using research methods including questionnaire, this paper analyzes the financial situation and the customer satisfaction of the serv- ice outsourcing entities in the socialization reform of university logistics, and finds that some of the service outsourcing entities encountered problems Iike lower customer satisfaction. Based on the case analysis, this paper constructs a university logistics service outsourcing framework on the grounds of classification management and partial outsourcing, after taking into account com- mon problems, such as property right relations and agency risk, in university logistics outsourc- ing services. It can be used as reference for the university logistics service outsourcing in the so- cialization reform in China.
出处
《管理案例研究与评论》
CSSCI
2014年第1期46-57,共12页
Journal of Management Case Studies
基金
国家自然科学基金项目(71240005)
大连理工大学中央高校基本科研业务费
人文社科重点项目(DUT11RW308)
关键词
高校后勤社会化
后勤服务外包模式
服务满意度
university logistics socialization
logistics service outsourcing model
customer satis-faction
