The Outsourcing of Training and Development: Factors Impacting Client Satisfaction
基于交易成本经济学、社会交换理论和资源基础观，利用157家企业的数据，研究发现社会导向的信任和合同明确性在客户满意度与供应商、关系、培训及企业特征之间起中介作用。
Firms increasingly use outside vendors to provide their training and development needs. However, the strategic importance of many training programs often introduces unique challenges for organizations outsourcing this function. To better understand the effects of outsourcing in this key area, we use transaction cost economics, social exchange theory, and the resource-based view to identify factors thought to impact client satisfaction with external training vendors. Using data obtained from 157 organizations, structural equation modeling results suggest that socially-oriented trust and contractual specificity mediate the relationship between client satisfaction and a number of vendor, relationship, training, and firm characteristics.