TY - GEN
T1 - Drivers of vendor satisfaction with clients in IT outsourcing relationships
AU - Gopalakrishnan, Shanthi
AU - Guilbault, Melodi
AU - Ojha, Abhoy
N1 - Publisher Copyright:
© 2016 Portland International Conference on Management of Engineering and Technology, Inc.
PY - 2017/1/4
Y1 - 2017/1/4
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=85016189878&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85016189878&partnerID=8YFLogxK
U2 - 10.1109/PICMET.2016.7806656
DO - 10.1109/PICMET.2016.7806656
M3 - Conference contribution
AN - SCOPUS:85016189878
T3 - PICMET 2016 - Portland International Conference on Management of Engineering and Technology: Technology Management For Social Innovation, Proceedings
SP - 475
EP - 481
BT - PICMET 2016 - Portland International Conference on Management of Engineering and Technology
A2 - Anderson, Timothy R.
A2 - Kocaoglu, Dundar F.
A2 - Niwa, Kiyoshi
A2 - Perman, Gary
A2 - Kozanoglu, Dilek Cetindamar
A2 - Daim, Tugrul U.
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 2016 Portland International Conference on Management of Engineering and Technology, PICMET 2016
Y2 - 4 September 2016 through 8 September 2016
ER -