Model-based conflict resolution in service internationalization:
A participatory approach
(2009)Abstract
Internationalizing service processes within internationally operating
service providers requires service managers to balance the potential
of internationally standardized service processes and the local need
for adaptation in individual subsidiaries. This process bears the
risk of conflicts arising from differences in prerequisites or other
necessities. Despite being pivotal to successful service internationalization,
surprisingly little guidance can be found on the actual procedure
of identifying and resolving international adaptations. We present
an approach in systematically identifying, discussing and resolving
such conflicts while maintaining company’s standards. Our approach
is based on a participatory workshop bringing together participants
from different subsidiaries. It uses graphical models as vehicles
to continuously document, guide and reflect on the current state
of the discussion. We report on a case study with a globally operating
facility management provider to demonstrate the feasibility and benefits
of our approach. We contribute to effective service internationalization
by presenting a systematic approach towards identifying and resolving
conflicts arising from different prerequisites and perspectives taken
by parent companies and their affiliates based on conceptual models.
