Abstract

Internationalizing service processes within internationally operating service providers requires service managers to balance the potential of internationally standardized service processes and the local need for adaptation in individual subsidiaries. This process bears the risk of conflicts arising from differences in prerequisites or other necessities. Despite being pivotal to successful service internationalization, surprisingly little guidance can be found on the actual procedure of identifying and resolving international adaptations. We present an approach in systematically identifying, discussing and resolving such conflicts while maintaining company’s standards. Our approach is based on a participatory workshop bringing together participants from different subsidiaries. It uses graphical models as vehicles to continuously document, guide and reflect on the current state of the discussion. We report on a case study with a globally operating facility management provider to demonstrate the feasibility and benefits of our approach. We contribute to effective service internationalization by presenting a systematic approach towards identifying and resolving conflicts arising from different prerequisites and perspectives taken by parent companies and their affiliates based on conceptual models.

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