Cultural Influnces on Employee Dynamics and Customer Service in Multinational Fast Food Chains

Abstract

This thesis examined how cultural variations affect customer service and workplace dynamics in a global fast-food chain, with a particular emphasis on the Kentucky Fried Chicken (KFC) location in Turku, Finland. To maximize employee collaboration and improve service quality in a culturally varied workplace, it is essential for employers to grasp the subtleties of intercultural exchanges. This study attempts to explored how employees' communication, teamwork, and service delivery are influenced by their cultural backgrounds and how these aspects ultimately impact customer satisfaction. Semi-structured interviews were conducted with KFC employees from diverse cultural backgrounds, and customer input was analyzed as part of a qualitative case study methodology. This study framed the investigation using cultural theories, such as Hofstede's cultural dimensions. Results show that cultural variations have a big impact on how employees interact with one another and communicate, which presents opportunities as well as obstacles for the provision of services. These dynamics underscore the necessity for culturally sensitive service design techniques since they also affect consumer perceptions and satisfaction levels. Lastly, this study provided recommendations for particular service design interventions to support a more unified and productive multicultural workplace, such as customized training programs and culturally aware communication norms. These findings provide managers and service designers in similar multicultural environments with useful insights into how cultural diversity may be managed and used in the service industry.