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| Author: | Gainey, T.W. Klaas, B.S. |
| Title: | The outsourcing of training and development: factors impacting client satisfaction |
| Journal: | Journal of Management
2003 : VOL. 29:2, p. 207-229 |
| Index terms: | Clients Consumer satisfaction Development Outsourcing Training |
| Language: | eng |
| Abstract: | Outside vendors are increasingly used by companies to provide their training and development needs. To better understand the effects of outsourcing in this key area, transaction cost economics, social exchange theory and the resource-based view are used to identify factors thought to impact client satisfaction with external training vendors. The results suggest that socially-oriented trust and contractual specifity mediate the relationship between client satisfaction and many vendor, relationship, training and company characteristics. |
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