The Impact of POS on Employees’ Work Outcomes in Sri Lanka and the United Arab Emirates

This study investigates how perceived organizational support (POS) impacts the employees’ work outcomes in information technology offshoring (ITO) contexts in Sri Lanka and the United Arab Emirates, both collectively and independently. Also, this study endeavours to identify the influence of POS and the scope for its practical application in enhancing work outcomes from the perspective of outsourcees, their employers, and the countries concerned, and to the extent to which the findings can be generalised. The research emphasises theory and interpretation of results, however, the analysis validates, to a great extent, the overarching research question of whether, and how POS impacts on work outcomes in ITO.

The research study adopts a confirmatory factor analysis and structural equation modelling approach. It was based on a sample of 260 responses to 410 online questionnaires (response rate 63%) delivered to employees from 6 companies each in the United Arab Emirates (141 responses) and Sri Lanka (119 responses). Various media were used including Zoho survey and LinkedIn. Targeting was aided by contacts built by the researcher’s work experience of ITO both in the United Arab Emirates and Sri Lanka. Where necessary the researcher followed up responses with respondents individually.

The thesis demonstrates how the POS-ITO model was generated from an extensive literature review, and adapted to relatively neglected ITO context in emerging nations. In UAE and Sri Lanka, outsourcing contributes significantly to employees’ growth and well-being. The major findings of the research have revealed that, despite ITO organizations adopting organizational support practices for knowledge workers in Sri Lanka and UAE, deep understanding of the impact of POS was missing. This research attempts to extend the understanding of POS and provide a practical and usable ITO model to guide the adoption of POS. The research has revealed that the impact of POS is contingent on contextual demographic and socio-cultural factors.

It is hoped that the thesis will bring greater understanding of POS, and contribute to the investment attractiveness of both the countries involved. Also hopefully, the thesis offers research implications, and recommendations, that will aid future researchers.