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Cultural Intelligence of Offshore IT Suppliers

In: Information Systems Outsourcing

Author

Listed:
  • Ning Su

    (Western University)

Abstract

Today’s IT service suppliers increasingly need to acquire “cultural intelligence”, or the ability to operate in a culturally-diverse environment. Based on an interview-based, qualitative case study of one of the largest IT service suppliers in China, this study explores how the offshore IT service supplier develops cultural intelligence through interaction with a portfolio of clients with diverse cultural backgrounds. Drawing on the dynamic constructivist view of culture, the study adapts the concept of cultural frame to define a set of shared interpretive schemes and practices that enable the supplier to make sense of and respond to clients from different cultures. During repeated client-supplier interaction, supplier employees’ cultural frames are continuously enacted, aligned and realigned, and eventually institutionalized into a set of cultural structures and artifacts. This emergence and embedding process is both facilitated by, and in turn enhances, the supplier’s firm-level cultural intelligence.

Suggested Citation

  • Ning Su, 2020. "Cultural Intelligence of Offshore IT Suppliers," Progress in IS, in: Rudy Hirschheim & Armin Heinzl & Jens Dibbern (ed.), Information Systems Outsourcing, edition 5, pages 183-213, Springer.
    • Handle: RePEc:spr:prochp:978-3-030-45819-5_8
    DOI: 10.1007/978-3-030-45819-5_8
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