Title: Outsourcing relationship management: a study of critical success factors

Authors: Balakrishnan Sathyamurthy; T.V. Ambuli; Parul Khanna; Shikalgar Niyaj Dilavar; Surbhi Ashok Mangla

Addresses: Department of Commerce, Faculty of Science and Humanities, SRM Institute of Science and Technology, Ramapuram Campus, Chennai – 600089, India ' Department of Commerce, Faculty of Science and Humanities, SRM Institute of Science and Technology, Ramapuram Campus, Chennai – 600089, India ' Department of Management, Institute of Management and Technology, Faridabad, Haryana, India ' Department of Automation and Robotics, D.Y. Patil Institute of Technology, Pimpri, Pune – 18, Maharashtra, India ' Department of Business Administration, DAV Centenary College, Faridabad, Haryana, India

Abstract: This study examines the impact of client-vendor communication quality (CVC) and vendor flexibility on outsourcing performance (OP), exploring the mediating role of trust and the moderating effect of adaptability in outsourcing alliances. A random sampling technique was used to select 203 companies from various sectors in India. Surveys gathered data on CVC, vendor flexibility, trust, adaptability, and OP. IBM SPSS Statistics 26 and SmartPLS-4 analysed the data, testing hypotheses. Results reveal significant positive links between CVC quality, and vendor flexibility on OP. Adaptability moderates the relationship between independent variables (CVC quality, vendor flexibility) and OP. Likewise, trust mediates the relationship between CVC quality and OP. This study extends the literature by highlighting the complex networks in CVC and outsourcing. It provides practitioners with practical implications for developing optimal outsourcing strategies and enhancing performance, emphasising the importance of efficient communication, trust, adaptability, and flexibility in outsourcing partnerships.

Keywords: outsourcing performance; critical success factors; client-vendor communication; trust; adaptability; vendor flexibility; SmartPLS-4.

DOI: 10.1504/IJAOM.2026.155510

International Journal of Advanced Operations Management, 2026 Vol.17 No.3, pp.245 - 274

Received: 24 Jun 2025
Accepted: 13 Oct 2025
Published online: 04 Aug 2026 *

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