Inter-Cultural Service Systems

1
Inter-Cultural Service Systems

• Group 3

2
Inter-Cultural Service Encounter
Values/culture
RQ
RQ
Values/culture
RQ
Service Provider
Service Recipient
Other environmental factors
Other environmental factors
Medium of communication
expectations
expectations
personality
personality
Emergent behavior Adaptation evolution
t
RQ
3
What?

• Service systems optimally add/transfer value from
  producers to consumers over a considerable period
  of time through a variety of media.
• Culture determines both the context as well as
  the orientation of the participants, such as
  their expectations, efforts and adaptability

4
Why?

• Culture influences efficiency of service system
• New service delivery systems can lead to changing
  behavior and acculturation

5
Two Themes

• Culture studies can inform service systems
• Service systems can enrich culture studies

6
Culture ? Service Systems

• Incorporation of cultural parameters
• Using cultural dimensions in the design and
  performance measurement of service systems
• Providing insights into explaining economically
  unexpected outcomes
• More thorough classification and characterization
  of the service context

7
Service Systems ? Culture

• Service interactions are a dynamic and
  temporally rich test bed for examining new models
• Service performance measures can be unobtrusive
  predictions for culture studies
• an integrating platform for the influence of
  various cultural factors that are often studied
  individually in decision making.

8
There is work

• Social and behavioral scientists identify the
  relevant culture attributes in a service
  encounter
• survey methods and behavioral experiments.
• The human-factor scientists aid in the design of
  the service channel
• customized usability tests of the medium of
  service encounters

9
for all

• The system scientists could assist with
  understanding the structure of an intercultural
  service system
• Model building and testing
• Mathematicians can help analyze its behavior over
  time
• Design stylized models
• Prove theoretical properties

10
and more

• Linguists study semantic underpinnings
• design and analysis of measurement and
  calibration instruments
• Economists design incentives in service contracts
  and study agency issues
• add in cultural context
• Marketers help set expectations and guide sales
• consumer behavior perspective and pricing

11
and then some.

• Computational scientists
• unify the various models and design approaches
• find tractable solutions for the service system
  design and analysis with cultural effects