This study examined customers¡¦ service quality expectations in three different countries to discuss how employee training programs should be designed and enacted in accordance with the different expectations in multinational enterprises. By using the dimensions in the SERVQUAL scale, brought up by Parasuraman et al., this study designed a set of questionnaire and distributed those to three different countries to see how different customers, under different cultural background, of targeted Japanese multinational enterprise evaluate each dimension in SERVQUAL. Results of this study suggests that different customers in different countries graded the level of importance of service items in dimension assurance and reliability differently, indicating that when setting up employee training programs, it is necessary for international HR managers to put these two dimensions into consideration and design various employee training program according to different cultural backgrounds to answer diverse customer needs.

In the past research studies, we found that most researchers focused more on the process, degree or factors regarding the localization of managers. They did not further find out what the key success factors are if a company really wants to pursue the success of localization. Therefore, this research is focused on the key success factors of localization and organization performance of Taiwan companies with subsidiaries in Mainland China from the perspective of human resource management. Here we use culture difference and organization trust as moderators. Sampled by the subsidiaries of Taiwan companies in Mainland China, the research was conducted by questionnaire survey. The conclusion we drew from analyzing 107 effective questionnaires are the following: First, human resource development and the direction of expatriate have a positive impact on increasing the quality and quantity of local managers. Second, considering organization performance, human resource development has a positive impact on non-financial performance. Third, human resource planning has a positive impact on the success of localization in terms of culture difference. Finally, human resource planning, the interaction between managers and employees, and the trust which a manager places on an employee plays a positive role on improving the quality and quantity of local managers.

With the quick development of multinational enterprise, the concept of “global team” has interiorized in people’s mind. Global collaboration keeps business ongoing around the clock. This thesis through theoretical and empirical survey archives original goal of finding global collaboration improvement. Three sub-level research questions all get fulfill answers from integrating theoretical and empirical research result. Good fundamental work environment with equal attitude, attention on individual behavior bases on different culture understanding, frequently communication with rich information construct the most important fact of effective collaboration. Correct choosing and renewing of collaboration tools can push work faster and safer. Modern Informatics as the main power of current society, also improve the development of remote collaboration work. Empirical survey conclusion as a kind of supplement completes current theory. / Program: Magisterutbildning i informatik

Submitted by Cristiane Chim (cristiane.chim@ucpel.edu.br) on 2018-05-10T11:52:37Z No. of bitstreams: 1 Luiza Machado da Silva (1).pdf: 969337 bytes, checksum: 8cf50f01392d9655fba7322892b88402 (MD5) / Made available in DSpace on 2018-05-10T11:52:37Z (GMT). No. of bitstreams: 1 Luiza Machado da Silva (1).pdf: 969337 bytes, checksum: 8cf50f01392d9655fba7322892b88402 (MD5) Previous issue date: 2017-12-19 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES# / #2075167498588264571# / #600 / Cultural differences produce processes of subjectivation and new signs that identify individuals, as Bhabha (2005) remarks. The relation I / other assumes an appointment in which I and Other constitute one another through their differences, the principle of alterity. Culture, differences and alterities not always are respected by the establishment, which all those the population assigns power, among them the media, are part. This work analyzes cultural stereotypes imposed by the media to the Brazilian tourists who travel abroad, in articles dated from the period in which Brazil hosted great athletic events – from the Confederations Coup, in 2013, to 2017, a year after the Olympic Games Rio 2016. This analysis is preceded by a bibliographical revision on culture, and it distinguishes alterity from representation, contemplating these notions from different areas of knowledge that are part of cultural studies. These theoretical assumptions dialogue with the different cultural aspects mentioned by foreigners who visited Brazil during the FIFA World Coup 2014 and the Olympic Games Rio 2016, aiming at contributing to the discussions and the understanding of alterity and cultural difference. In the analysis of media texts, titles happen to be are much more imposing regarding Brazilian tourists, than concerning cultural behaviors of other countries to be followed by them. The way the media operate discursively, in their articles addressed to the Brazilians who travel in other countries, allows to think that they can request compliance to cultural behaviors for contributing to the construction of global cultures, economically much more important for capitalism, as an agenda set by the media. Another possible reading is about the ignorance by journalists who write on tourism and travels on cultural studies, and this leads to the reproduction of cultural stereotypes – without their knowing that they do it – of neocolonial subjects’ discourses. / As diferenças culturais produzem processos de subjetivação e novos signos que identificam o indivíduo, como assinala Bhabha (2005). A relação Eu/Outro pressupõe um encontro marcado no qual o Eu e o Outro se constituem a partir de suas diferenças, o princípio da alteridade. A cultura, as diferenças e as alteridades nem sempre são respeitadas pelo establishment, do qual fazem parte todos aqueles a quem a população confere poder, dentre eles a mídia. Este trabalho trata da análise dos estereótipos culturais impostos pela mídia aos turistas brasileiros que viajam para o exterior, em artigos datados no período em que o Brasil sediou grandes eventos desportivos – período compreendido deste a Copa da Confederações, em 2013, até 2017, um ano após os Jogos Olímpicos Rio 2016. Essa análise é precedida por uma revisão bibliográfica sobre cultura, diferença, alteridade e representação, que contempla essas noções a partir de diferentes áreas do conhecimento que fazem parte dos estudos culturais. Esses pressupostos teóricos dialogam com os diferentes aspectos culturais mencionados pelos estrangeiros que visitaram o Brasil durante a Copa do Mundo FIFA 2014 e os Jogos Olímpicos Rio 2016, de forma a contribuir para as discussões e a compreensão sobre alteridade e diferença cultural. Na análise dos textos da mídia, fica claro que seus títulos são muito mais impositivos em relação aos turistas brasileiros do que os comportamentos culturais de outros países a serem seguidos por eles. A forma como a mídia opera discursivamente, em suas reportagens destinadas aos brasileiros que viajam para outros países, permite pensar que ela pode exigir comportamentos culturais de maneira a contribuir para a construção de culturas globais, economicamente muito importantes para o capitalismo, como um programa da própria mídia. Outra leitura que se pode fazer é do o desconhecimento dos jornalistas que escrevem sobre turismo e viagens sobre os estudos da cultura, o que reflete nas reproduções de estereótipos culturais – sem saber que o fazem – dos discursos do sujeito neocolonial.

The aim of this thesis is to investigate and identify the present communication gaps between cultures within an organization. For these couple decades, there has been numerous international joint ventures happening in China by the Taiwanese firms in order to reduce cost and to reach both economies of scale and economies of scope. In doing so the international joint venture firm has to hire and employee the local Chinese people where the culture is much different than Taiwanese people. This thesis studies and examines the possible communication issues and problems that could arise due to differences in culture. The qualitative method of interview was conducted in this thesis, composed of 5 Taiwanese managers and 3 Chinese managers inside the organization. The interview consists of 19 questions which were divided into three categories as follows: Communication, differences between ethnicity, and leadership and change. The responses were carefully examined and compared to see whether the difference in culture created some communication issues in the organization. The results from the interviewees and through chart comparison it was clear to conclude that there indeed have been communication issues and problems between the Taiwanese culture and Chinese culture at the workplace. The thesis provides four types of recommendation, including conflict management, internal communication and employee development, management communication strategy for change and strategic employee communication to facilitate major change. This thesis hopes to offer and improve a successful communication change between the different cultures within the organization.