Work culture and communication in offshore shared services : a diary-based case study on Finland and Portugal
Siltanen, Gabriela (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023121236466
https://urn.fi/URN:NBN:fi:amk-2023121236466
Tiivistelmä
Shared services are becoming more relevant in the business world as there is an increase in globalization. This allows for space for further research on the impact of culture in communication in the workplace, which affects the work-place culture.
This thesis explores how shared services between two different countries, in specific Finland and Portugal, is impacted by cultural differences. The purpose being, to examine the impact of cultural differences on offshore shared services, with a specific focus on comparing the effects of providing services by individuals from the receiving country versus those from different cultural backgrounds.
The research for the thesis is based on diary entries which have been recorded by the author, observing communication in their workplace at Company X. The impact of culture on communication is analysed using Hofstede’s cultural dimensions as a guideline.
The results of the thesis show that there are dimensions which are most impactful to the working culture based on the study. These dimensions are Power Distance, Individualism vs. Collectivism, and Uncertainty Avoidance. There is also evidence that shows that employees will behave differently, in a positive way, towards an employee that shares their ethnic background in comparison to someone who does not.
As a conclusion, there is further research to be done as there was not a wide enough sample size. However, this information is important for businesses to be aware of when considering shared services, as it has shown that it can impact the quality of the services.
This thesis explores how shared services between two different countries, in specific Finland and Portugal, is impacted by cultural differences. The purpose being, to examine the impact of cultural differences on offshore shared services, with a specific focus on comparing the effects of providing services by individuals from the receiving country versus those from different cultural backgrounds.
The research for the thesis is based on diary entries which have been recorded by the author, observing communication in their workplace at Company X. The impact of culture on communication is analysed using Hofstede’s cultural dimensions as a guideline.
The results of the thesis show that there are dimensions which are most impactful to the working culture based on the study. These dimensions are Power Distance, Individualism vs. Collectivism, and Uncertainty Avoidance. There is also evidence that shows that employees will behave differently, in a positive way, towards an employee that shares their ethnic background in comparison to someone who does not.
As a conclusion, there is further research to be done as there was not a wide enough sample size. However, this information is important for businesses to be aware of when considering shared services, as it has shown that it can impact the quality of the services.