【作者】 杨海红；

【导师】 张文建；

【作者基本信息】 上海师范大学 ， 旅游管理， 2009， 硕士

【摘要】 随着新一轮全球产业转移浪潮的来临,将企业生产经营必须的但非优势领域的业务转交于该业务的专业组织即通过外包是现代企业实现降低成本、追求核心竞争能力的路径之一。在服务经济到来、我国加入世界贸易组织和产业转型背景下,发包与承包已经成为现代企业在市场竞争中获胜的关键因素之一。在现代企事业中,以差旅公务为主的商务活动和以激励投入为主的奖励活动已经成为现代企业深入发展、恢复再生产的动力。然而商务旅游、奖励旅游等活动对于现代非旅游企业来说,无疑是一项繁琐但又必须做好、做精的一项业务,投入一定量的人力、物力是不合算也是不经济的。将该项旅游业务外包于专业的旅游企业是现代企业的最佳选择,旅行社正是该项外包业务的承接者。因种种原因,我国旅行社业目前主要形成的是以水平分工为主的产业模式,该模式在新时期既不利于我国旅行社品牌的树立,也不利于我国旅行社垂直分工体系的构建,还不利于我国旅行社的产业升级。“大而全”、“小而全”已经严重制约我国旅行社在国际市场上的竞争能力,严重影响到我国旅行社业的发展方向。基于此,本文在对服务外包现有研究分析基础上,在对相关概念的界定中运用现代管理的资源基础与核心价值等理论、经济学的交易成本与契约关系等理论、社会学的社会交换与制度变迁等理论及旅行社的分工体系、品牌战略等理论,以旅行社承接外包的环境即旅行社具备的承接基本要素为切入点,用动态的、联系的观点分析发包商将旅游业务外包所顾虑的因素,即失控、服务质量和成本;用全面的、整体的观点探析我国旅行社承接服务外包的理论基础。在进行理论探析的同时,笔者对上海旅游集散中心、中青旅(北京)国际会议展览有限公司上海分公司、上海五行旅行社等旅行社业进行实地调研,对上海携程、导游服务公司、工业旅游促进会等进行网络搜索,对部分旅游专家进行面对面访谈。通过这些途径,总结出旅行社承接服务外包的主要领域,即承接组织公务型的旅游业务、承接发展投入型的旅游业务和承接企业整合型的旅游业务;得出旅行社承接服务外包的主要模式,即专业型、整合型与在线型等模式;找出旅行社承接服务外包的路径,即法制、信用、品牌、人才与团队等路径。最后,笔者对旅行社承接服务外包进行了总结和展望,对本文研究的不足予以了剖析,以期能进一步深化与研究。更多还原

【Abstract】 Along with the approaching of a new round global industrial transference wave, modern enterprises are putting service outsourcing as one of important way to reduce cost and improve core competitiveness. At the background of the approaching of service economy, the joining into WTO and industry transformation, undertaking and outsourcing have become key factors for modern enterprises to achieve success in the competitive market. In modern enterprises, the public service-oriented business activities and stimulate-oriented incentive activities have become a momentum for further development and restoration of reproduction. However, business tourism and incentive tourism activities are tedious but also necessary fine-making businesses for modern non-enterprises undoubtedly, which are not economic because they need a certain amount of material and human resources investment. Actually, the best way to deal with these problems is outsourcing them to professional travel agencies for modern non-tourism enterprises.Due to various reasons, our travel agencies have mainly formed the kind of horizontal division system industry pattern at present. In modern times, this pattern turns against not only to the brand building, the vertical division system construction but also to the industry upgrading of travel agencies. The large and complete characteristics of China’s travel agencies have seriously affected its development direction and restricted its competitiveness in the international market. On the basis, this paper analyses the existing research of service outsourcing, defines the related notions, and pursues some theories concluding resource base and the core value theory of management, transaction costs and contractual relationship theory of economics, social exchange and institutional change theory of sociology, the labor division system of travel agency, the brand strategy and so on. With the outsourcing environment as the opening point, it analyses the factors what the enterprises considered the most with dynamic and associated views. The factors are controlling, the service quality and the cost. With comprehensive and whole point of views, it explores the theoretical basis of undertaking service outsourcing of travel agencies in our country.At the meantime of theoretical research, the author visited some travel agencies for investigation and visited some experts for interviews as well as theoretical analysis. For example, the Shanghai tourism hub, CYTA (Beijing) International Convention and Exhibition Co., Ltd. Shanghai Branch and the Five Elements travel agency. It also investigated Ctrip Shanghai, the tour guide service company and the industrial tourism association through internet. Based on the research above, the paper summarizes the main undertaking fields of service outsourcing of travel agencies: official type of the tourist business, development and investment kind of tourist business and enterprise integrated kind of tourist business and concludes that there are three kinds of methods and five kinds of paths of service outsourcing in travel agency currently. The methods are professional model, the integrated model and the online model of travel agencies. The paths are the rule of law, the credit, the branding, the talent and the team. Finally, it makes a summary and an outlook on service outsourcing of travel agency, analyzes the inadequacy of the study with a view to a further deepening research.更多还原