Service Offshoring and Cultural Differences: Evidence from a US Financial Services Multinational’s Operations in Three EU Countries

CRONE, Mike and MCCOY, Paul (2011). Service Offshoring and Cultural Differences: Evidence from a US Financial Services Multinational’s Operations in Three EU Countries. In: Academy of International Business (UK & Ireland Chapter) 38th Annual Conference, University of Edinburgh, 14-16 April 2011. (Unpublished)

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    Abstract

    The growing phenomenon 'service offshoring' has attracted increasing attention from the popular media, policy-makers and academic researchers. Cross-national cultural differences have been identified as a potentially significant influence on the location and effective performance of offshored services but this issue has received only limited treatment in the literature to date. To contribute to the emerging literature on service offshoring, this paper investigates the existence, nature and extent of differences in the culturally-determined work-related values of staff working at a US financial services multinational in Europe. Specifically, Hofstede's values survey module questionnaire was completed by staff working in this firm's 'retirement service centres' in Ireland, Portugal and Germany, which were involved in existing or potential bilateral intra-firm work offshoring relationships. The study identified significant differences in work-related values between the three country groups on several of the Hofstede dimensions. However, some of the results were surprising in that they contradicted the anticipated direction of cultural differences based on the published Hofstede country dimension scores. Some potential implications of these findings for the firm in question, for managerial practice more generally, and for policy-makers in different national contexts are discussed.

    Item Type: Conference or Workshop Item (Paper)
    Research Institute, Centre or Group: Sheffield Business School Research Institute > People, Work and Organisation
    Depositing User: Michael Crone
    Date Deposited: 15 Oct 2012 14:16
    Last Modified: 25 Apr 2014 15:48
    URI: http://shura.shu.ac.uk/id/eprint/6465

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