Notes lecture 2 International Classroom - Service management
Boek: Service management; an integrated approach
Lecture 2: Chapter 17: Managing services across national boundaries
H17
College 2: chapter 17: managing services across national boundaries
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college 2
aantekeningen
international classroom
service management
managing services
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International Classroom I - Service Management
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Service management
Lecture 2: Chapter 17: Managing services across nati onal boundaries
Corporate culture according to Trompenaars
“Cultural preferences influence the models people give to organizations and the meanings
they attribute to them”
Important factors in shaping corporate culture:
- Relationship between employees and organization
- Hierarchical system of authority
- Views of employees about organization’s purpose, goals and their place in this regard
For defining corporate cultures we look at:
- Equality vs Hierarchy
- Person vs orientation
Fons Trompenaars
Trompenaar’s cultural dimensions (between countries) (zie pag. 417 - 420)
Universalism versus Particularism
Individualism versus Communitarianism/collectivism
Neutral versus Emotional
Specific versus Diffuse
Achievement versus Ascription
Sequential versus Synchronous time
Internal direction versus External direction
, Edgar Schein
Hofstede’s cultural dimensions
Power Distance Index
This dimension expresses the degree to which the less powerful members of a
society accept and expect that power is distributed unequally. The
fundamental issue here is how a society handles inequalities among people.
People in societies exhibiting a large degree of Power Distance accept a
hierarchical order in which everybody has a place and which needs no further
justification. In societies with low Power Distance, people strive to equalise
the distribution of power and demand justification for inequalities of power.
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