Advertisement

The Changing Face of Indian Organizations: Incorporating Cultural Literacy to Make a Difference

Chapter
  • 910 Downloads
Part of the India Studies in Business and Economics book series (ISBE)

Abstract

Diversity in organizations has become a reality today. As more and more number of firms move from domestic, multi-domestic, multinational strategies to operating as a truly global firm, the significance and the impact of cultural diversity increases markedly (Adler 1997). Thus, in order to create advantages and gain a competitive edge, management of cultural differences has become significant in a global frame of reference.

References

  1. Adler, N. J. (1997). International dimensions of organizational behavior. Cincinnati, OH: South-Western College.Google Scholar
  2. Ang, S., Van Dyne, L., Koh, C., & Ng, K. Y. (2004, August). The measurement of cultural intelligence. Paper presented at the 2004 Academy of Management Meetings Symposium on Cultural Intelligence in the 21st Century, New Orleans, LA.Google Scholar
  3. Ang, S., Van Dyne, L., & Koh, C. (2006). Personality correlates to the four factor model of cultural intelligence. Group and Organization Management, 31, 100–123.CrossRefGoogle Scholar
  4. Ang, S., Van Dyne, L., Koh, C., Ng, K. J., Tay, C., & Chandrasekar, N. A. (2007). Cultural intelligence: its measurement and effects on cultural judgment and decision making, cultural adaptation and task performance. Management and Organization Review, 3(3), 335–337.CrossRefGoogle Scholar
  5. Bandura, A. (2002). Social cognitive theory in cultural context. Applied Psychology: An International Review, 51, 269–290.CrossRefGoogle Scholar
  6. Barker, S., & Hartel, E. J. (2004). Intercultural service encounters: An exploratory study of customer experiences. Cross Cultural Management, 11(1), 3–14.CrossRefGoogle Scholar
  7. Brislin, R., Worthley, R., & McNab, B. (2006). Cultural intelligence: Understanding behaviors that serve people’s goals. Group and Organization Management, 31, 40–45.CrossRefGoogle Scholar
  8. Brown, A. (1991). Customer care management. Oxford, England: Butterworth–Hienemann.Google Scholar
  9. Costa, P. T., Jr., & McCrae, R. R. (1992). Revised NEO personality inventory (NEO PI-R) and new five factor inventory (NEO FFI) professional manual. Odessa, FL: Psychological Assessment Resources.Google Scholar
  10. Deci, E. L., & Ryan, R. M. (1985). Intrinsic motivation and self determination in human behavior. New York: Plenum Press.CrossRefGoogle Scholar
  11. Earley, P. C., & Ang, S. (2003). Cultural intelligence: Individual interactions across cultures. Stanford, CA: Stanford University Press.Google Scholar
  12. Earley, P. C., & Peterson, R. S. (2004). The elusive cultural chameleon: Cultural intelligence as a new approach to intercultural training for the global manager. Academy of management Learning and Education, 3, 100–115.CrossRefGoogle Scholar
  13. Fernandez, J. P. (1998). Slaying the diversity dinosaur. Executive Excellence, 15 Dec 1998.Google Scholar
  14. Flavell, J. H. (1979). Metacognition and cognitive monitoring: A new area of cognitive inquiry. American Psychologist, 34, 906–911.CrossRefGoogle Scholar
  15. Gardner, H. (1984). Frames of mind: The theory of multiple intelligences. London: Heinemann.Google Scholar
  16. Gudykunst, W. B., Ting-Toomey, S., & Chua, E. (1988). Culture and interpersonal communication. Newbury Park, CA: Sage.Google Scholar
  17. Hall, E. T. (1959). The silent language. New York: Doubleday.Google Scholar
  18. Harris, P. R. (2004). Success in the European Union depends upon culture and business. European Business Review, 16(6), 556–563.CrossRefGoogle Scholar
  19. Harvey, M. G., Buckley, M. R., & Novivevic, M. M. (2000). Strategic global human resource management: A necessity when entering emerging markets. In G. R. Ferris (Ed.), Research in personnel and human resources management. Amsterdam: JAI Press.Google Scholar
  20. Heo, J., et al. (2004). Customer focused adaptation in New York city hotels: Exploring the perceptions of Japanese and Korean travelers. International Journal of Hospitality Management, 23, 39–53.CrossRefGoogle Scholar
  21. Hofstede, G. (2001). Culture’s consequences: Comparing values, behaviors, institution, and organizations across nations. Thousand Oaks, CA: Sage.Google Scholar
  22. Kandampully, J. A., Mok, C., & Sparks, B. (2001). Service quality management in hospitality, tourism and leisure. New York: Haworth Hospitality Press.Google Scholar
  23. Kundu, S. C., & Turan, M. S. (1999). Managing cultural diversity in future organizations-8M. Journal of Indian Management and Strategy, 4(1), 61.Google Scholar
  24. Livermore (n.d.) Cultural Intelligence. http://www.davidlivermore.com/cq/
  25. Lovelock, C. H., Patterson, P. G., & Walker, R. H. (2001). Services marketing: An Asia Pacific perspective (2nd ed.). Australia: Pearson Education.Google Scholar
  26. Malhotra, N., Ugaldo, F., Agarwal, J., & Baalbaki, I. (1994). International services marketing: A comparative evaluation of the dimensions of service quality in developed and developing countries. International Marketing Review, 11(2), 5–15.CrossRefGoogle Scholar
  27. Mattila, A. S. (1999). The role of culture and purchase motivation in service encounter evaluations. Journal of Services Marketing, 13(4/5), 376–389.CrossRefGoogle Scholar
  28. Mattila, A. S. (2000). The impact of culture and gender on customer evaluations of service encounters. Journal of Hospitality and Tourism Research, 24, 263–273.CrossRefGoogle Scholar
  29. Menon, S., & Narayanan, L. (2008). Cultural intelligence: Strategic models for a globalized economy. Journal of Global Management, 4, 27–32.Google Scholar
  30. Mills, P. K., Chase, R. B., & Margulies, N. (1983). Motivating the client/employee system as a service production strategy. Academy of Management Review, 8(2), 301–310.Google Scholar
  31. Mills, P. K., & Morris, J. H. (1986). Clients as “partial” employees of service organizations: Role development in client participation. Academy of Management Review, 11(4), 726–735.Google Scholar
  32. Mohsin, A. (2006). Cross-cultural sensitivities in Hospitality: a matter of conflict or understanding. Paper presented at the International Conference on Excellence in the Home: Balanced Diet-Balanced Life, at the Royal Garden Hotel, Kensington, UK.Google Scholar
  33. Ng, K. Y., & Earley, P. C. (2006). Culture and intelligence: Old constructs, new frontiers. Group and Organization Management, 31, 4–19.CrossRefGoogle Scholar
  34. Peters, T. J., & Waterman, R. H., Jr. (1994). In search of excellence—Lessons from America’s best-run companies. New Delhi, India: INDUS.Google Scholar
  35. Peterson, B. (2004). Cultural intelligence: A guide to working with people from other cultures. Yarmouth, ME: Intercultural Press.Google Scholar
  36. Saini, D. S. (2005). The Indian business scene, challenges of change, and the role of people management strategy. Vision—The Journal of Business Perspectives, 9(3), 115–126.Google Scholar
  37. Stauss, B., & Mang, P. (1999). Cultural shocks in inter-cultural service encounters? Journal of Service Marketing, 13(4/5), 329–346.CrossRefGoogle Scholar
  38. Sternberg, R. J., & Grigorenko, E. L. (2006). Cultural intelligence and successful intelligence. Group and Organization Management, 31, 20–26.CrossRefGoogle Scholar
  39. Thomas, D. C., & Inkson, K. (2004). Cultural intelligence. San Francisco, CA: Berrett-Koehler.Google Scholar
  40. Triandis, H. C. (1994). Culture and social behavior. New York: McGraw Hill.Google Scholar
  41. Triandis, H. C. (2006). Cultural intelligence in organizations. Group and Organization Management, 31, 20–26.CrossRefGoogle Scholar
  42. Van Dyne, L., Ang, S., & Livermore, D. (2010). Cultural intelligence: A pathway for leading in a rapidly globalizing world. In B. B. McFeeters, L. Booysen, & K. Hannum (Eds.), Leading across differences. San Francisco, CA: Pfesffer.Google Scholar
  43. Vavra, T. G. (1997). Improving your measurement of customer satisfaction: A guide to creating, conducting, analysing and reporting customer satisfaction measurement programs. Mexico: ASQ Quality Press.Google Scholar
  44. Weiermair, K. (2000). Tourists’ perception towards and satisfaction with service quality in the cross cultural service encounters: Implications for hospitality and tourism management. Managing Service Quality, 10(6), 397–409.CrossRefGoogle Scholar
  45. Winsted, K. (1997). The service experience in two cultures: A behavioural perspective. Journal of Retailing, 73, 337–360.CrossRefGoogle Scholar

Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

  1. 1.International Centre for Cross Cultural Research and Human Resource Management, University of JammuJammuIndia

Personalised recommendations