Cultural integration of external service provider employees into client workplaces

TUCKER, Matthew and ADERIYE, Toyin (2016). Cultural integration of external service provider employees into client workplaces. Journal of Facilities Management, 14 (4), 363-384.

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Official URL: http://www.emeraldinsight.com/doi/full/10.1108/JFM...
Link to published version:: 10.1108/JFM-05-2016-0020

Abstract

Purpose The purpose of this paper is to explore the complexities of how external service provider employees culturally fit within client workplaces. Design/methodology/approach It uses the facilities management industry to apply this research concept and is conducted using a qualitative multi-method design. A combination of semi-structured interviews and focus groups are the qualitative methods used to collect the data. Findings The major findings of this study are that organisational socialisation can be successful in socialising external service provider staff into the client workplace despite a current lack of awareness of its use. This study has developed a framework that can be used to achieve this integration if client organisations and service providers work together to socialise external service provider staff. Originality/value The findings of this study will appeal to anyone working within the service industry who manages the interface between external service provider staff and the client work space.

Item Type: Article
Uncontrolled Keywords: Cultural Fit, Organisational Culture, Organisational Socialisation, Service Quality, Facilities Management.
Research Institute, Centre or Group: Sheffield Business School Research Institute > Service Sector Management
Departments: Sheffield Business School > Service Sector Management
Identification Number: 10.1108/JFM-05-2016-0020
Depositing User: Toyin Aderiye
Date Deposited: 25 Jan 2017 14:58
Last Modified: 11 Oct 2017 19:53
URI: http://shura.shu.ac.uk/id/eprint/14894

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