PREDICTORS OF CLIENT SATISFACTION IN EXECUTIVE OUTPLACEMENT - IMPLICATIONS FOR SERVICE DELIVERY

This study examined various program components of professional outplac ement relative to client satisfaction using a sample that comprised a majority of former executives seeking jobs. Results from a pencil-and- paper client survey suggest that outplacement content components (job search training, preparation) and process components (consultant relat ionship, clarity of expectations, assistance in maintaining focus) wer e better predictors of client satisfaction when compared with contextu al components (library, software, administrative support). Findings fr om this study suggest that issues of self-efficacy may make a key cont ribution not only to client satisfaction, but to the design and the ad ministration of outplacement services.