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

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.