Effect of Expert Service on Performance Outcomes among Mobile Telecommunication Firms in Kenya

  • Pamela Eng’airo Jomo Kenyatta University of Agriculture and Technology


Outsourcing decisions are often driven by the need to access external expertise. The lack of competence in human resource management area is compensated by external specialists who have invested more to this competence development than companies’ managers so they can professionally perform human resource management function. This study sought to assess the effect of expert service on performance outcomes among mobile telecommunication firms in Kenya. A descriptive survey design of cross-sectional nature of three mobile telecommunication firms was conducted. The target population was 312 managers in three mobile telecommunication firms operating in Kenya. Data was analyzed using descriptive statistics, correlation analysis and logistic regression analysis aided by Statistical Package for Social Sciences Version 25.0. The study found a positive and significant relationship between expert service motive and performance outcomes. The study concludes that expert service affects performance outcomes. The study recommends that telecommunication firms should outsource human resources as it allows the firms to enhance expertise and improve service quality as well as providing competitive advantage. HR outsourcing enables organizations to gain access to expertise that would otherwise be difficult and expensive to acquire and sustain. However, telecommunication companies need to be careful when outsourcing the expertise since the loss of expertise and skills can have an adverse impact on organizational competitiveness, increase its dependency on external parties and reduce the ability to maintain internal synergy and creativity.

Key words: Expert Service, Performance Outcomes, Mobile Telecommunication Firms, Kenya

Author Biography

Pamela Eng’airo, Jomo Kenyatta University of Agriculture and Technology

Lecturer, Jomo Kenyatta University of Agriculture and Technology


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How to Cite
Eng’airo, P. (2020). Effect of Expert Service on Performance Outcomes among Mobile Telecommunication Firms in Kenya. Journal of Human Resource & Leadership, 4(3), 17 - 28. Retrieved from http://stratfordjournals.org/journals/index.php/journal-of-human-resource/article/view/515