服务外包是指用人单位面向外包型公司，将自身的一些边缘部门、临时性部门、新 兴规划部门、特种专业性部门等非常规性的部门业务，采用借调第三方服务外包公司员 工的方式，达到用人需求的一种现代性聘用模式。IT行业本身的行业属性，使得行业的 服务外包产业发展迅速，越来越多的IT服务外包专业型公司的成立，其匹配的是日益 增加的大中型公司IT服务外包的用工需求。在此背景下，IT服务外包员工的离职问题 逐渐凸显，成为影响IT服务外包企业生产经营稳定性的重要变数。IT服务外包员工的 高离职率现象，一部分原因在于IT服务外包公司本身的管理水平与客户要求不相匹配 所导致的，另一部分原因在于IT服务外包员工与IT服务外包用人单位之间的磨合出现 问题所导致的。 本文以S企业IT服务外包员工离职原因作为研究对象，采用文献分析法、访谈分 析法、问卷调查法等研究方法，对S企业IT服务外包员工的工作现状与离职原因进行 针对性、系统性的分析，最终找出S企业IT服务外包员工的离职因子，并且对IT服务 外包员工的离职现象提出了针对性的解决对策与建议；降低IT服务外包员工的离职率， 减少用人企业使用外包员工的风险和压力，保障S企业正常经营管理秩序的维护与保障 具有重要价值。 关键词：服务外包，员工离职，离职率 II Abstract Serviceoutsourcingreferstoamodernemploymentmodel,inwhichtheemployerfacing theoutsourcingcompanyadoptsthesolutionofborrowingemployeesfromthethird-party serviceoutsourcingcompanytomeettheneedsofemploymentinthefieldofitsown marginal,temporary,emergingplanning,specialprofessionalandothernon-routine departments.TheattributeofITindustrymakestheserviceoutsourcingdeveloprapidly.More andmoreprofessionalcompaniesofITserviceoutsourcingaresetup,whichmatchesthe employmentrequirementsofserviceoutsourcingintheincreasingmedium-sizedandlarge companies.Underthecircumstances,theissueforresigningfromtheITserviceoutsourcing graduallystandsoutandbecomestheimportantvariablewhichaffectsthestabilityofIT serviceoutsourcingenterprises.ThehighturnoverrateofemployeeofITserviceoutsourcing isduetothemismatchbetweenthemanagementlevelofthecompaniesandtherequirements oftheircustomers,andtheadaptationbetweenemployeesandtheITserviceoutsourcing companies. ThereasonwhytheITserviceoutsourcingemployeesresignfromtheSenterpriseis takenastheresearchobject.Withthemethodsofliteratureanalysis,interviewanalysis, questionnairesurveyandsoon,thispaperistoanalyzethecurrentsituationandthereasons forresignationpurposefullyandsystematically,findouttheturnoverfactorsofthe outsourcingcompany,andputforwardthecountermeasuresandsuggestionstothe phenomenonofresignation.Thepaperhasthesignificantvalueinreducingtheturnoverrate ofITserviceoutsourcingemployees,decreasingtheriskandpressureofoutsourcing companiesandensuringthemaintenanceandreliabilityofthenormalmanagementorderinS enterprise. Keywords:serviceoutsourcing,employeeturnover,turnoverrate III 目录 第一章绪论...............................................................................................................................1 1.1选题的背景与研究的意义...........................................................................................1 1.1.1选题背景...............................................................................................................1 1.1.2选题的研究意义...................................................................................................2 1.2文献综述.......................................................................................................................3 1.2.1本国研究现状.......................................................................................................3 1.2.2国外研究现状.......................................................................................................4 1.2.3国内外研究成果对比...........................................................................................4 1.3研究内容、研究方法与技术路线...............................................................................5 1.3.1研究内容...............................................................................................................5 1.3.2研究方法和技术路线...........................................................................................6 1.4S企业IT外包情况分析...............................................................................................8 1.4.1S企业IT外包人员现状.......................................................................................8 1.4.2S企业IT外包人员存在问题...............................................................................9 第二章外包服务的相关概念、服务模式、基本理论.........................................................11 2.1IT服务外包的概念.....................................................................................................11 2.2IT外包服务的模式.....................................................................................................11 2.2.1IT咨询.................................................................................................................11 2.2.2IT整体外包.........................................................................................................12 2.2.3IT单个或多个项目外包.....................................................................................12 2.2.4IT维护外包.........................................................................................................13 2.3基本理论.....................................................................................................................13 2.3.1双因素理论.........................................................................................................13 2.3.2马斯洛需求层次理论.........................................................................................14 2.3.3公平理论.............................................................................................................14 第三章S企业IT外包人员离职因素确定............................................................................17 3.1文献分析.....................................................................................................................17 3.2访谈设计与分析.........................................................................................................18 3.3调查问卷设计.............................................................................................................21 3.3.1问卷类型的选择.................................................................................................22 IV 3.3.2问卷结构与内容设计.........................................................................................22 3.3.3问卷发放与回收.................................................................................................23 第四章影响S企业IT外包人员离职主成因素的提取.......................................................24 4.1问卷结果的描述性统计和分析.................................................................................24 4.2问卷的信度分析.........................................................................................................32 4.3问卷的效度分析.........................................................................................................33 4.4问卷结果分析.............................................................................................................34 4.4.1因子分析法.........................................................................................................34 4.4.2主成分与公因子提取.........................................................................................34 第五章S企业IT外包人员离职对策研究............................................................................40 5.1企业文化.....................................................................................................................40 5.1.1企业文化建设应与外包企业的管理风格相融合.............................................40 5.1.2S企业应加强对外包员工的团队文化建设和人文关怀..................................40 5.1.3企业文化的学习.................................................................................................41 5.2企业管理..........................................................................