Drivers of vendor satisfaction with clients in IT outsourcing relationships

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

This research begins to help us understand the factors that help build the trust between the vendor and client and this is one of the keys to maintaining a long-term relationship between the parties. Both contractual and relationship factors affect the ability of vendors and clients to work together over time. A recent study had demonstrated that relational factors such as trust and information exchange dominated in their ability to explain client satisfaction when compared to contractual factors. In this study we further explore the role of trust and other relational factors such as social control and mutual dependence on vendor satisfaction with the clients. India has established itself has the premier location for offshore outsourcing because of its availability of a skilled talent pool with strong communication skills and English language capabilities Using data collected from 214 vendor firms in the Indian subcontinent, we found that mutual dependence and competence based trust were significant predictors of vendor satisfaction with the client. Social control or the ability to resolve conflicts did not impact satisfaction. We discuss the import of these findings for managing vendor client relationships in the short and long term.

Original languageEnglish (US)
Title of host publicationPICMET 2016 - Portland International Conference on Management of Engineering and Technology
Subtitle of host publicationTechnology Management For Social Innovation, Proceedings
EditorsTimothy R. Anderson, Dundar F. Kocaoglu, Kiyoshi Niwa, Gary Perman, Dilek Cetindamar Kozanoglu, Tugrul U. Daim
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages475-481
Number of pages7
ISBN (Electronic)9781509035953
DOIs
StatePublished - Jan 4 2017
Event2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016 - Honolulu, United States
Duration: Sep 4 2016Sep 8 2016

Publication series

NamePICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings

Other

Other2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016
CountryUnited States
CityHonolulu
Period9/4/169/8/16

All Science Journal Classification (ASJC) codes

  • Engineering (miscellaneous)
  • Medicine (miscellaneous)
  • Management Science and Operations Research
  • Management of Technology and Innovation
  • Information Systems and Management

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