Service Quality, Resistance to Change, Employees‟ Engagement, and Outsourcing in Telecom Enterprise Organizations

International Journal of Computer & Organization Trends  (IJCOT)          
© 2016 by IJCOT Journal
Volume - 6 Issue - 5
Year of Publication : 2016
AuthorsSamuel Ogbonnaya. Ude


Samuel Ogbonnaya. Ude"Service Quality, Resistance to Change, Employees‟ Engagement, and Outsourcing in Telecom Enterprise Organizations", International Journal of Computer & organization Trends (IJCOT), V6(5):34-42 Sep - Oct 2016, ISSN:2249-2593, Published by Seventh Sense Research Group.

AbstractThe purpose of this quantitative correlational study was to examine the relationship between service quality, employees resistant to change, employees’ engagement, and outsourcing in a telecom environment. While managers adopt outsourcing as a strategy that benefits organization, engagement of employees to achieve efficiency results to resistance to outsourcing. Porter's theory of competitive advantage complimented the relational explanation of the variables. A random sample of 95 information technology employees from telecom service companies in the United States participated in an online survey. The results from a multiple linear regression model were significant in predicting the outsourcing behavior of the employees. Service quality and resistant to change were significant contributors to outsourcing behavior; the findings indicated moderate R2 as the p-value was significant. The introduction of other organizational related variables by future researchers might enhance the effectiveness of the model. The practical implications for change includes the potential to enhance telecom managers appreciate factors that influence employee behavior during outsourcing.


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Outsourcing, employee engagement, comparative advantage, globalization, service quality.