Mind the gap: Expectations and experiences of clients utilizing job-training services in a social enterprise

Marlene Walk, Itay Greenspan, Honey Crossley, Femida Handy

Research output: Contribution to journalArticlepeer-review

4 Scopus citations

Abstract

This paper offers an underexplored perspective of social impact assessment by integrating clients' evaluation of the impact of job-training and skills-building programs. Drawing on the literature of 'met expectations', we investigate the personal and social impact, beyond job placement, of job-training and skills-building programs provided by a Canadian social enterprise from the perspective of the clients. Utilizing data from a pre-test/post-test quasi-experiment, we assess the differences, between program participants as compared to a control group of nonparticipants, on several measures. Findings illuminate the gap between expectations and actual experiences, and point to the importance of integrating the clients' perspective. Such measures enable leaders of social enterprises to account for the often neglected intangibles of their social missions.

Original languageAmerican English
Pages (from-to)221-244
Number of pages24
JournalAnnals of Public and Cooperative Economics
Volume86
Issue number2
DOIs
StatePublished - 1 Jun 2015

Bibliographical note

Publisher Copyright:
© 2015 CIRIEC.

Keywords

  • Client perspective
  • Met expectations
  • Social enterprise
  • Social impact

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