Trust and Coordination in Offshore Outsourcing: An Account of Intercultural Collaboration in a Danish and Indian IT Context

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

    Abstract

    This paper reports from an empirical study of one of the largest IT and BPO offshore outsourcing endeavors embarked upon by a Danish company. Based on observations of structured, video-mediated handover meetings and follow-up interviews with the involved stakeholders, it presents an account of how the implementation of handover meetings affected Danish employees' perception of their Indian counterparts in terms of work attitude, competence and reliability - and ultimately how these handover meetings increased the Danish employees' willingness and ability to trust their Indian counterparts. Contemporary research on trust in virtual teams is used to provide a theoretical framing of the empirical findings. The paper furthermore draws on Sabherwal's (2003) categorizations of coordination as being either biased towards organic mutual adjustments or towards a priori structures. Through this perspective the findings suggest that formal coordination can be seen as a catalyst for building trust in virtual teams.
    This paper reports from an empirical study of one of the largest IT and BPO offshore outsourcing endeavors embarked upon by a Danish company. Based on observations of structured, video-mediated handover meetings and follow-up interviews with the involved stakeholders, it presents an account of how the implementation of handover meetings affected Danish employees' perception of their Indian counterparts in terms of work attitude, competence and reliability - and ultimately how these handover meetings increased the Danish employees' willingness and ability to trust their Indian counterparts. Contemporary research on trust in virtual teams is used to provide a theoretical framing of the empirical findings. The paper furthermore draws on Sabherwal's (2003) categorizations of coordination as being either biased towards organic mutual adjustments or towards a priori structures. Through this perspective the findings suggest that formal coordination can be seen as a catalyst for building trust in virtual teams.
    LanguageEnglish
    Title of host publicationCross-Cultural Design. Cultural Differences in Everyday Life : Proceedings of the 5th International Conference, CCD 2013, Held as Part of HCI International 2013, Las Vegas, NV, USA, July 21-26, 2013
    EditorsP. L. Patrick Rau
    Volume2
    Place of PublicationHeidelberg
    PublisherSpringer Science+Business Media
    Date2013
    Pages257-266
    ISBN (Print)9783642391361
    ISBN (Electronic)9783642391378
    DOIs
    StatePublished - 2013
    EventThe 5th International Conference on Cross-Cultural Design, CCD 2013: In the context of HCI International 2013 - The Mirage Hotel, Las Vegas, NV, United States
    Duration: 21 Jul 201326 Jul 2013
    Conference number: 5
    http://www.hcii2013.org/index.php?module=pagesmith&id=77

    Conference

    ConferenceThe 5th International Conference on Cross-Cultural Design, CCD 2013
    Number5
    LocationThe Mirage Hotel
    CountryUnited States
    CityLas Vegas, NV
    Period21/07/201326/07/2013
    Internet address
    SeriesLecture Notes in Computer Science
    Number8024
    ISSN0302-9743

    Keywords

      Cite this

      Tøth, T. (2013). Trust and Coordination in Offshore Outsourcing: An Account of Intercultural Collaboration in a Danish and Indian IT Context . In P. L. P. Rau (Ed.), Cross-Cultural Design. Cultural Differences in Everyday Life: Proceedings of the 5th International Conference, CCD 2013, Held as Part of HCI International 2013, Las Vegas, NV, USA, July 21-26, 2013 (Vol. 2, pp. 257-266). Heidelberg: Springer Science+Business Media. Lecture Notes in Computer Science, No. 8024, DOI: 10.1007/978-3-642-39137-8_29
      Tøth, Thomas . / Trust and Coordination in Offshore Outsourcing : An Account of Intercultural Collaboration in a Danish and Indian IT Context . Cross-Cultural Design. Cultural Differences in Everyday Life: Proceedings of the 5th International Conference, CCD 2013, Held as Part of HCI International 2013, Las Vegas, NV, USA, July 21-26, 2013. editor / P. L. Patrick Rau . Vol. 2 Heidelberg : Springer Science+Business Media, 2013. pp. 257-266 (Lecture Notes in Computer Science; No. 8024).
      @inproceedings{55b31d0a7d8849a681303787e2b606cf,
      title = "Trust and Coordination in Offshore Outsourcing: An Account of Intercultural Collaboration in a Danish and Indian IT Context",
      abstract = "This paper reports from an empirical study of one of the largest IT and BPO offshore outsourcing endeavors embarked upon by a Danish company. Based on observations of structured, video-mediated handover meetings and follow-up interviews with the involved stakeholders, it presents an account of how the implementation of handover meetings affected Danish employees' perception of their Indian counterparts in terms of work attitude, competence and reliability - and ultimately how these handover meetings increased the Danish employees' willingness and ability to trust their Indian counterparts. Contemporary research on trust in virtual teams is used to provide a theoretical framing of the empirical findings. The paper furthermore draws on Sabherwal's (2003) categorizations of coordination as being either biased towards organic mutual adjustments or towards a priori structures. Through this perspective the findings suggest that formal coordination can be seen as a catalyst for building trust in virtual teams.",
      keywords = "Outsourcing, Offshoring, Cross-Cultural Management, Trust, Virtual Teams, Coordination, Intercultural Collaboration",
      author = "Thomas T{\o}th",
      year = "2013",
      doi = "10.1007/978-3-642-39137-8_29",
      language = "English",
      isbn = "9783642391361",
      volume = "2",
      pages = "257--266",
      editor = "{Rau }, {P. L. Patrick }",
      booktitle = "Cross-Cultural Design. Cultural Differences in Everyday Life",
      publisher = "Springer Science+Business Media",
      address = "Germany",

      }

      Tøth, T 2013, Trust and Coordination in Offshore Outsourcing: An Account of Intercultural Collaboration in a Danish and Indian IT Context . in PLP Rau (ed.), Cross-Cultural Design. Cultural Differences in Everyday Life: Proceedings of the 5th International Conference, CCD 2013, Held as Part of HCI International 2013, Las Vegas, NV, USA, July 21-26, 2013. vol. 2, Springer Science+Business Media, Heidelberg, Lecture Notes in Computer Science, no. 8024, pp. 257-266, Las Vegas, NV, United States, 21/07/2013. DOI: 10.1007/978-3-642-39137-8_29

      Trust and Coordination in Offshore Outsourcing : An Account of Intercultural Collaboration in a Danish and Indian IT Context . / Tøth, Thomas .

      Cross-Cultural Design. Cultural Differences in Everyday Life: Proceedings of the 5th International Conference, CCD 2013, Held as Part of HCI International 2013, Las Vegas, NV, USA, July 21-26, 2013. ed. / P. L. Patrick Rau . Vol. 2 Heidelberg : Springer Science+Business Media, 2013. p. 257-266.

      Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

      TY - GEN

      T1 - Trust and Coordination in Offshore Outsourcing

      T2 - An Account of Intercultural Collaboration in a Danish and Indian IT Context

      AU - Tøth,Thomas

      PY - 2013

      Y1 - 2013

      N2 - This paper reports from an empirical study of one of the largest IT and BPO offshore outsourcing endeavors embarked upon by a Danish company. Based on observations of structured, video-mediated handover meetings and follow-up interviews with the involved stakeholders, it presents an account of how the implementation of handover meetings affected Danish employees' perception of their Indian counterparts in terms of work attitude, competence and reliability - and ultimately how these handover meetings increased the Danish employees' willingness and ability to trust their Indian counterparts. Contemporary research on trust in virtual teams is used to provide a theoretical framing of the empirical findings. The paper furthermore draws on Sabherwal's (2003) categorizations of coordination as being either biased towards organic mutual adjustments or towards a priori structures. Through this perspective the findings suggest that formal coordination can be seen as a catalyst for building trust in virtual teams.

      AB - This paper reports from an empirical study of one of the largest IT and BPO offshore outsourcing endeavors embarked upon by a Danish company. Based on observations of structured, video-mediated handover meetings and follow-up interviews with the involved stakeholders, it presents an account of how the implementation of handover meetings affected Danish employees' perception of their Indian counterparts in terms of work attitude, competence and reliability - and ultimately how these handover meetings increased the Danish employees' willingness and ability to trust their Indian counterparts. Contemporary research on trust in virtual teams is used to provide a theoretical framing of the empirical findings. The paper furthermore draws on Sabherwal's (2003) categorizations of coordination as being either biased towards organic mutual adjustments or towards a priori structures. Through this perspective the findings suggest that formal coordination can be seen as a catalyst for building trust in virtual teams.

      KW - Outsourcing

      KW - Offshoring

      KW - Cross-Cultural Management

      KW - Trust

      KW - Virtual Teams

      KW - Coordination

      KW - Intercultural Collaboration

      U2 - 10.1007/978-3-642-39137-8_29

      DO - 10.1007/978-3-642-39137-8_29

      M3 - Article in proceedings

      SN - 9783642391361

      VL - 2

      SP - 257

      EP - 266

      BT - Cross-Cultural Design. Cultural Differences in Everyday Life

      PB - Springer Science+Business Media

      CY - Heidelberg

      ER -

      Tøth T. Trust and Coordination in Offshore Outsourcing: An Account of Intercultural Collaboration in a Danish and Indian IT Context . In Rau PLP, editor, Cross-Cultural Design. Cultural Differences in Everyday Life: Proceedings of the 5th International Conference, CCD 2013, Held as Part of HCI International 2013, Las Vegas, NV, USA, July 21-26, 2013. Vol. 2. Heidelberg: Springer Science+Business Media. 2013. p. 257-266. (Lecture Notes in Computer Science; No. 8024). Available from, DOI: 10.1007/978-3-642-39137-8_29