백화점의 인적서비스 아웃소싱(outsourcing) 동기와 성과에 관한 연구

  • 이철우 ((주)롯데리아 대표이사) ;
  • 김창호 (남서울대학교 유통학과)
  • Published : 1999.06.01

Abstract

The present paper discusses the current status of outsourcing of service encounter in department stores. We attempt to find if there is any significant relationship between outsourcing motive and business performance. The 30 department stores under analysis show that they vary in the degree to which they appreciate the necessity of outsourcing and also the which they employ outsourcing. It is also found that firm size influences the portion of outsourcing. The two main motives of outsourcing seem to be (i) cost saving and (ⅱ) better customer satisfaction. We find that the latter plays a more important role. However, there seems to be no significant connection between outsourcing and performance and between motives of outsourcing and performance.

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