Ce projet de recherche décrit, analyse et propose une interprétation du processus par lequel les PME maintiennent leurs relations d'affaires dans des contextes culturels différents. La littérature en marketing sur la relation B-to-B part du postulat que les relations d'affaires durables améliorent la performance, offrent aux partenaires des niveaux de satisfaction plus élevés et un avantage concurrentiel sur le marché national et les marchés internationaux. Il a été démontré que le maintien d'une relation d'affaires requiert que les entreprises développent, selon un cycle de vie séquentiel, confiance, engagement et valeur de la relation. En contexte international, il faut surmonter des difficultés supplémentaires : gérer les importantes distances géographiques et faire face aux « frictions » inhérentes à la communication interculturelle, aux différentes échelles de valeurs et de comportements. Cette thèse se concentre sur le processus de maintien des relations d'affaires internationales dans les PME, qui est le type d'entreprise considéré comme le moins à même de surmonter les obstacles de l'internationalisation. La méthodologie choisie associe une approche longitudinale rétrospective et en temps réel afin de comparer et mettre en perspective quatre relations d'affaires internationales durables : une ethnographie focale – entre un fabricant Français et son distributeur Japonais - et trois études de cas – entre l'entreprise française centrale et un distributeur respectivement Sud-Coréen, Néerlandais et Belge. Ce travail décrypte la complexité du processus de maintien des relations d'affaires internationales à travers l'analyse et l'articulation de trois perspectives : la narration du cycle de vie de la relation reconstruit et objectivé, le processus de communication au cours de de la relation et le processus culturel de « sensemaking » des incidents critiques et événements saillants. Mobilisant l'approche interprétative, la thèse montre que les relations d'affaires internationales peuvent se maintenir bien que les expériences et les perspectives des acteurs sur leurs interactions soient différentes de part et d'autre de la relation. La communication interculturelle est le vecteur des représentations « recontextualisées » des partenaires i.e : modelées par les univers de sens inhérents aux contextes de perception distincts dans chaque relation dyadique. En dépit de recontextualisations asymétriques, les partenaires peuvent développer des attitudes compatibles d'engagement et de confiance l'un envers l'autre. Ce travail met plus particulièrement en lumière le rôle que jouent les visions mythifiées de la relation d'affaires - les représentations constamment élaborées, réinterprétées et recontextualisées de certains aspects de la relation, qui sont ainsi favorablement ou défavorablement déformés. Il apporte une contribution à la littérature en proposant un modèle du processus de maintien de la relation d'affaires internationale. Il suggère que les concepts d'engagement et de confiance méritent davantage d'attention en associant des approches processuelles, interprétatives, et psychologiques. / This research project documents, analyzes and offers a processual interpretation of how business relationships are maintained in SMEs across cultural contexts. The B-to-B relationship marketing literature posits that long-lasting business relationships enhance performance, offer business partners higher levels of satisfaction and a competitive advantage in domestic and international markets. Maintaining business relationships is shown to require the development of trust, commitment and relationship value between the firms through a sequential lifecycle. In international contexts, additional difficulties must be overcome due to operating at large geographical distances and facing frictions inherent to cross-cultural communication, value incongruence and behavioral differences. This thesis focuses on the relationship maintenance process specifically in SMEs as this organizational type is considered to be least able to overcome the internationalization hurdles. The chosen methodology combines a retrospective and invivo longitudinal approach, comparing and contrasting four long-lasting international business relationships among SMEs: the focal ethnography involves a French manufacturer with a Japanese distributor; followed by three comparative case studies between the French pivotal firm respectively with a South Korean, Dutch and Belgian distributor. This work deciphers the complex process of international business relationships' maintenance through the analysis and articulation of 3 perspectives: the narrative of the objectivized reconstructed relationship lifecycle, the relationship communication process and the dyadic cultural sensemaking of critical incidents and salient events. Using the interpretative approach, the thesis shows that international relationships can be maintained in spite of different experiences and perspectives from each side of the dyad concerning their interactions. The cross-cultural communication mediates the partners' representations, which are ‘recontextualized', i.e: shaped by the universes of meaning existing in the dyads' distinct perceptual context. In spite of asymmetrical recontextualizations partners can develop compatible attitudes of commitment and trust toward each other. This work particularly sheds light on the role played by the mythicized visions of the business relationship— constantly shaped, reinterpreted, and recontextualized representations of certain aspects of the relationship that are favorably or unfavorably distorted.. It contributes to the literature by proposing a model of the international business relationship maintenance process. It suggests that the concepts of commitment and trust deserve further attention through a combination of processual, interpretative and psychological approaches.

Type 2 diabetes is a global health problem. Evidence indicates that type 2 diabetes can lead to serious complications, such as a cardiac event, which usually require critical nursing care. Patients with type 2 diabetes and with a history of cardiac disease are at greater risk of a further cardiac event requiring readmission to hospital. Evidence indicates that improved diabetes management assists patients with type 2 diabetes to manage their condition efficiently, reduces risks of a further cardiac event, and therefore reduces hospitalisations. However, there is limited information found regarding a diabetes management program specifically for patients who have already had cardiac complications. Difficulties in developing patients' skills in managing and modifying their daily lives also present a challenge to coronary care staff. Therefore, there is a real need to develop a special diabetes management program for patients with diabetes who have experienced a critical cardiac event, which will be commenced in the Coronary Care Unit (CCU). The aim of this research is to gain a greater understanding of the characteristics, secondly to obtain in-depth understanding of needs and experiences of patients with type 2 diabetes hospitalised for a critical cardiac event. A further aim is to develop and pilot test a diabetes management program, specific to the patients with diabetes in the context of the CCU. The design of this research employed three studies: Study I was an exploratory study, which obtained patients' demographic and disease characteristics from the hospital records of all patients with diabetes admitted to the CCU of one public hospital between 1 January 2000 to 31 December 2003. Study II used a qualitative interpretative approach and aimed to gain an in-depth understanding of the perspectives of patients with type 2 diabetes who have experienced a critical cardiac event in managing their everyday lives with both diabetes and cardiac conditions. Study III included two parts. The first utilised the information from the first two studies and the literature (self-efficacy theory) to develop a diabetes self-management program specifically for patients with diabetes who have had a critical cardiac event. The second part pilot tested the newly-developed diabetes self-management program for patients with diabetes admitted to CCU following a critical cardiac event. The pilot study used a randomised controlled trial research design to evaluate the efficacy of the program. Study I collected data from one hospital's records retrospectively from 2000 to 2003. The results of Study I showed there were 233 (14.7%) patients admitted to CCU that had diabetes out of the total 1589 CCU admissions during the study period. More than 22% of CCU patients with diabetes were readmitted to hospital within 28 days, compared to 6% of CCU patients without diabetes. Patients with diabetes who had a longer CCU stay were more likely to be readmitted. These results indicate that a significant proportion of a CCU population had type 2 diabetes and is more likely to be readmitted to hospital. Study II used an interpretive approach comprising open-ended interviews to collect data from patients with type 2 diabetes experiencing a cardiac event who had a CCU admission in 2000-2003. The findings revealed that patients with diabetes who had a critical cardiac event experienced considerable feelings of hopelessness and fatigue. Patients also had concerns in the areas of self-confidence and confidence in health professionals. Patients indicated that greater self-confidence and confidence in health professionals would help their ability to manage their daily lives. Therefore, it is very important that intervention programs for these at-risk patients need to improve patients' confidence levels, and reduce their feelings of hopelessness and fatigue. The information gathered from Study I and Study II provided important insight into the development of an effective diabetes self-management specifically designed for patients with type 2 diabetes following a critical cardiac event, which is presented in Study III in this thesis. Study III also provided a preliminary evaluation of the newly developed program. The evaluation used a randomised controlled trial research design for the new program and the current educational program provided in the CCU. The results of the program indicate the feasibility of commencing the new diabetes self-management program in the CCU, and to be continued in wards or at home. The results also showed significant improvements in patients' knowledge in the experimental group, but not in other outcome variables (self-efficacy, vitality and mental health levels). However, as a small sample size was used in this pilot study, a larger study is needed to ensure adequate testing of the intervention. Future research is also recommended to incorporate the new diabetes self-management program into the current cardiac education program. Staff's further professional development in providing such a program also needs to be examined. Improvements in quality of care, and patients' quality of life are expected in the future.

Cette thèse a pour objectif d’éclairer les liens entre culture et discours à partir d’une étude empirique de discours professionnels. Elle allie deux démarches complémentaires : l’analyse linguistique du discours et la recherche des « chaînes signifiantes » porteuses de culture, au sens de P. d’Iribarne (2008). Deux angles d’approche ont été mobilisés sur deux corpus différents. La première analyse porte sur des documents en anglais lingua franca (ELF) relevant d’un même genre discursif : des brochures d’entreprise et des présentations générales institutionnelles prélevées sur l’internet. Ces discours, produits dans une situation de communication exolingue, ont été (ou sont) effectivement ou virtuellement échangés par des locuteurs chinois et français cherchant à se convaincre réciproquement. La description de la matérialité discursive permet de reconstruire l’ethos qui se manifeste dans les discours et de montrer les influences culturelles à l’origine des dissemblances relevées. La deuxième analyse prend pour objet deux versions, états-unienne et française, d’un même code éthique, produites au terme de processus d’écriture complexes visant à garantir l’identité du message et impliquant des locuteurs français et états-uniens. Cependant, ni les univers de travail ni les portraits de la Direction ainsi schématisés ne se recouvrent, mettant en lumière l’autonomie toute relative du locuteur : son discours témoigne d’un dialogisme « culturel ». C’est d’ailleurs la conclusion qu’on peut tirer de l’ensemble de cette recherche : les discours appartenant au même genre discursif « national » témoignent d’un « esprit » commun qu’on pourrait appeler « culture ». / This dissertation reports on a research performed on two different corpora of written professional discourse. It aims to shed some light on the links between culture and discourse through an empiric study articulating two interpretative approaches: linguistic discourse analysis and the search for d’Iribarne’s (2008) cultural “significative chains”. The first corpus consists of Chinese and French corporate brochures and company presentations (downloaded from the Internet), written in ELF (English as a lingua franca). In spite of their belonging to the same discursive genre, the discourse description leads to the exposure of two different ethe which can be linked to the writers’ different cultural backgrounds. The analysis of the two versions [North-American and French] of the same code of ethics completes the research. Accompanied by detailed information on the writing procedures applied [ELF, editing by U.S. nationals, translation into French and final editing of both texts] testifying to the precautions taken to produce an identical message, this corpus reveals two different working environments and top management’s constructs. Confronted with two reference corpora taken from the “national” genres, these discrepancies point towards a dialogical kinship that does not lie so much in the linguistic forms as in the “spirit” underpinning the discourse. The results of both analyses lead to the conclusion that the influence exerted on business discourse writers can only be accounted for by their cultural environments.

Under de senaste decennierna har hållbarhetsrelaterade ämnen tagit allt större plats, både inom vetenskapen och också populärvetenskapen. Tidigare forskning visar att hållbarhetsredovisning och hållbarhetsarbete oftast studeras ur ett företagsperspektiv. Media är en viktig intressent för företag och är en av de främsta kommunikationsvägarna mellan företag och deras andra intressenter. Medias rapportering är på så sätt värdefull för båda parter. Vi har därför valt att utifrån ett intressentperspektiv studera medias rapportering av företags arbete med hållbarhet. Syftet med studien är att utifrån ett intressentperspektiv bidra med kunskap om medias roll som kritisk granskare i rapporteringen av hållbarhetsredovisning och hållbarhetsarbete. Resultatet visar att media inte axlar rollen som kritisk granskare fullt ut då rapporteringen inte är särskilt omfattande. Vi har genomfört en kvalitativ innehållsanalys av nyhetsartiklar från dagspress utifrån en abduktiv ansats. Studien har en tvärsnittsdesign i vår kvalitativa metodansats. Vår analys kan likställas med tematisk analys, då vi har skapat teman med tillhörande underkategorier för att koda vårt material. Studien utgår från tre tidningar för att fånga variationen som finns i sättet media kommunicerar och har ett interpretativistiskt angreppssätt med inspiration från det hermeneutiska perspektivet. Analysmodellen har utvecklats utifrån den teoretiska referensramen som består av litteraturöversikt och teorier. Vår forskning visar att nyhetsartiklar i regel är legitimitetsstjälpande för det omskrivna företaget. Nyhetsartiklarna berör både allmänna och specifika områden kopplat till hållbarhet och inkluderar vanligtvis opartiska röster som kommenterar texterna. Vidare kan vi konstatera att sökningen efter nyhetsartiklar utifrån våra kriterier genererade färre sökträffar än väntat. Med det sagt rapporterar media om hållbarhetsredovisning och hållbarhetsarbete i lägre grad än förväntat. I synnerhet är rapporteringen kring hållbarhetsredovisning mycket låg. Därmed kan vi påvisa att medias roll som kritisk granskare i rapporteringen av hållbarhetsredovisning och hållbarhetsarbete i nuläget är försumbar. / Over the past decades, sustainability-related subjects have become more significant, both in science and in popular science. Previous research shows that sustainability reports and sustainability work are usually studied from a business perspective. Media is an important stakeholder for businesses and is often one of the main intermediator between companies and its other stakeholders, making its reporting valuable to both parties. We have therefore chosen to adapt a stakeholder perspective that of the media is the main focus. The purpose of this study is to throughout a stakeholder perspective contribute knowledge about the role of media as a critical scrutinizer in the reporting of sustainability reports and sustainability work. The result shows that media does not take on the role as a critical scrutinizer to the fullest since the reporting is not particularly extensive. We have conducted a qualitative content analysis of popular science articles based on an abductive approach. We applied a cross-sectional design in our qualitative methodology. Our analysis can be compared to the thematic analysis, since we created themes with associated subcategories to encode our material. We based the study on three newspapers to capture the variation in the way media communicates. We adopted an interpretative approach with inspiration from the hermeneutical perspective. Our analysis model was developed based on the theoretical frame of reference based on our literature review and theories. Our research shows that news articles generally weakens the legitimacy regarding the current company. The news articles concern both general and specific areas linked to sustainability and usually include impartial voices that comment on the texts. Furthermore, we can find that the search for news articles based on our criteria generated fewer hits than we expected. In addition to this, the media coverage of sustainability reports and work is far less extensive than expected. In particular, the contribution from media on sustainability reporting is almost non-existent. Thus, we can demonstrate that the role of media as a critical scrutinizer in the reporting of sustainability reports and sustainability work in the present is negligible.