Internal Service Systems and Cultural Differences

Internal service systems are frameworks with the purpose of structuring the course of internal services between the support and the frontline employees. Cultural elements come into the system in multicultural settings, where companies operate in different cultural context with employees of different cultural backgrounds. Culture does not depend on a system or on management, but rather the opposite. A successful system is based on the multicultural pot of people in the organisation or team. The same counts for managerial activities. In the case of this book different dimensions of culture will be discussed and are the foundation of the internal service evaluations. From what is learnt the cultural dimension and the service dimensions, an internal service system evolves. It is based on a multicultural context, namely the cultures of Switzerland, Australia and Singapore.

Autorentext

Andreas Wittmer, Dr.oec.HSG, is working at University of St.Gallen as head of the Center for Aviation Competence and holds aposition as project leader at the Institute for Public Servicesand Tourism. He is a lecturer in Marketing, Aviation Systems,Corporate Finance, International Business and DestinationManagement.

Klappentext

Internal service systems are frameworks with thepurpose of structuring the course of internalservices between the support and the frontlineemployees. Cultural elements come into the system inmulticultural settings, where companies operate indifferent cultural context with employees ofdifferent cultural backgrounds. Culture does notdepend on a system or on management, but rather theopposite. A successful system is based on themulticultural pot of people in the organisation orteam. The same counts for managerial activities. Inthe case of this book different dimensions of culturewill be discussed and are the foundation of theinternal service evaluations. From what is learnt thecultural dimension and the service dimensions, aninternal service system evolves. It is based on amulticultural context, namely the cultures ofSwitzerland, Australia and Singapore.