%0 Generic %1 PRSH09-Mcr %A Prilla, Michael %A Reuter, Ute %A Schermann, Michael %A Herrmann, Thomas %A Krcmar, Helmut %B Conference International Management. Jahrestagung der Wissenschaftlichen Kommission Internationales Management im Verband der Hochschullehrer für Betriebswirtschaft %D 2009 %K 2009 IMTM-Publ herrmann prilla %T Model-based conflict resolution in service internationalization: A participatory approach %U http://www.sociotech-lit.de/PRSH09-Mcr.pdf %X 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.

@conference{PRSH09-Mcr, 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.}, added-at = {2009-10-22T13:40:32.000+0200}, author = {Prilla, Michael and Reuter, Ute and Schermann, Michael and Herrmann, Thomas and Krcmar, Helmut}, biburl = {https://www.bibsonomy.org/bibtex/2163c663c25d3c131a108a9ff573f3d97/imtm}, booktitle = {Conference International Management. Jahrestagung der Wissenschaftlichen Kommission Internationales Management im Verband der Hochschullehrer für Betriebswirtschaft}, comment = {TH-Komm2: Hier fehlt der Ort und der Verlag etc. AF-Komm: konnte bei recherchen werder das Band noch Angaben dazu finden. Muss MP fragen, ob er ein exemplar hat}, file = {:\\\\FILE-IMTM\\Literatur\\sociotech-lit\\PRSH09-Mcr.pdf:PDF}, interhash = {06a483eb4d5df8fb6ea83acc5417bdc0}, intrahash = {163c663c25d3c131a108a9ff573f3d97}, keywords = {2009 IMTM-Publ herrmann prilla}, owner = {trenovska}, timestamp = {2009-10-22T14:46:07.000+0200}, title = {Model-based conflict resolution in service internationalization: A participatory approach}, url = {http://www.sociotech-lit.de/PRSH09-Mcr.pdf}, year = 2009 }