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International Conference on Serviceology

ICServ 2015: Serviceology for Smart Service System pp 147–157Cite as

The Efficient Provision of Culture-Sensitive Services: A Modularization Approach

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Abstract

This paper presents first guidelines for the cultural adaptation and efficient global provision of services. For this purpose, it elaborates on how to consider culture-specific components of a service on the basis of systematic service modularization. This is illustrated by the example of an IT-mediated learning service, which is usually perceived differently in diverse cultures. To this end, a process model is described based on culture theory and systematic modularization in order to identify culture-specific and culture-independent components of a learning service for its consideration within global service provision. This contribution to practice is complemented by the theoretical contribution of the inclusion of culture-theoretical components into service modularization.

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Acknowledgments

The research presented in this paper was funded by the German Federal Ministry of Education and Research in course of the project kuLtig (www.projekt-kuLtig.de), FKZ 01BEX05A13.

Author information

Authors and Affiliations

  1. Information Systems, University of Kassel, Pfannkuchstr. 1, 34121, Kassel, Germany

    Andreas Janson, Christoph Peters & Jan Marco Leimeister

  2. Institute of Information Management, University of St. Gallen, Unterer Graben 21, St. Gallen, 9000, Switzerland

    Christoph Peters & Jan Marco Leimeister

Authors
  1. Andreas Janson
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  2. Christoph Peters
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  3. Jan Marco Leimeister
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Corresponding author

Correspondence to Andreas Janson .

Editor information

Editors and Affiliations

  1. Graduate School of Bionics, Computer and Media Sciences, Tokyo University of Technology, Tokyo, Japan

    Yuriko Sawatani

  2. IBM University Programs World-Wide, IBM Almaden Research Center, San Jose, USA

    James Spohrer

  3. College of Business, San Jose State University, San Jose, USA

    Stephen Kwan

  4. National Institute of Advanced Industrial Science and Technology, Tokyo, Japan

    Takeshi Takenaka

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Janson, A., Peters, C., Leimeister, J.M. (2017). The Efficient Provision of Culture-Sensitive Services: A Modularization Approach. In: Sawatani, Y., Spohrer, J., Kwan, S., Takenaka, T. (eds) Serviceology for Smart Service System. ICServ 2015. Springer, Tokyo. https://doi.org/10.1007/978-4-431-56074-6_17

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  • DOI: https://doi.org/10.1007/978-4-431-56074-6_17

  • Publisher Name: Springer, Tokyo

  • Print ISBN: 978-4-431-56072-2

  • Online ISBN: 978-4-431-56074-6

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