Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore DISSERTATION of the University of St Gallen, Graduate School of Business Administration, Economics, Law and Social Sciences (HSG) to obtain the title of Doctor of Business Administration submitted by Andreas Wittmer from Niedererlinsbach (Solothurn) Approved on the application of Prof Dr Thomas Bieger and Prof Dr Martin Hilb Dissertation no 3064 (Difo-Druck GmbH) Andreas Wittmer Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore DISSERTATION of the University of St Gallen, Graduate School of Business Administration, Economics, Law and Social Sciences (HSG) to obtain the title of Doctor of Business Administration submitted by Andreas Wittmer from Niedererlinsbach (Solothurn) Approved on the application of Prof Dr Thomas Bieger and Prof Dr Martin Hilb Dissertation no 3064 (Difo-Druck GmbH) The University of St Gallen, Graduate School of Business Administration, Economics, Law and Social Sciences (HSG) hereby consents to the printing of the present dissertation, without hereby expressing any opinion on the views herein expressed St Gallen, April 19, 2005 The President: Prof Ernst Mohr, PhD Acknowledgements This Doctoral Thesis emerged mainly in the last two years and represents a big personal challenge The work of this dissertation would not have been possible without the professional and personal support of many different people and it is to these people I extend my warmest thanks They have helped in their way to successfully finish this thesis My special thanks go to my doctoral advisor Prof Dr Thomas Bieger for the supervision of this thesis He provided surroundings in which I was able to follow my ideas freely, and he was there for discussions and supported with constructive help I would like to thank Prof Dr Martin Hilb for the support as a co-referent and also for the organisation of the fruitful doctoral seminars in Multicultural Management His ability to get international scholars from all over the world together is unique A large part of this research developed during my research visits at the Australian Graduate School of Management in Sydney and the National University of Singapore My special thanks go to Prof Dr Timothy Devinney in Sydney He introduced me to his institute and taught me new empirical methods, which set the path of my dissertation Further thanks go to Prof Dr Glenn Nosworthy for providing me the opportunity to work in his department in Singapore and for the support of his team I would like to thank to Dr Angela Bennet, who reviewed my texts and helped to improving my English skills Special thanks go to Tudor Maxwell, who advised me methodologically and supported me with his English language skills My deepest thanks go to Margot Pamminger, who always supported me morally and was patient and optimistic during the time I worked on the dissertation Furthermore, she supported me during my visits in Sydney and Singapore, although she was far away in Europe The probably most essential support to the achievement of this thesis came from my parents On one hand through their strong support, throughout my education, and on the other hand through their generous financial support during the time of my studies Many more people contributed to this thesis by giving their time and knowledge in the interviews I conducted I am very grateful to all of them In particular, I would like to thank the managers of Swissôtel in Zurich-Oerlikon, Sydney and Singapore, who enabled me to conduct interviews in their hotels St Gallen, April 2005, Andreas Ernst Wittmer Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Content Overview I Acknowledgements II Table of contents III Table of figures IV Table of tables V List of abbreviations Introduction……………………………………………… …………… Theoretical framework…………………… …… ……………………14 Empirical part……………………………………………… ……… 134 Insights, recommendation and further research………….…….……269 References……………………………………………….………….… 286 Bibliography…………………………………… …………………… 299 Appendix………………………………………………… ……………310 Curiculum Vitae………………………………………………………… …333 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Table of contents INTRODUCTION .1 1.1 THE MULTICULTURAL DIMENSION OF INTERNAL SERVICE SYSTEMS2 1.2 GEOGRAPHICAL RESEARCH SETTING 1.3 PROBLEM STATEMENT 1.4 AIM OF THE THESIS AND RESEARCH 1.4.1 Research gap 1.4.2 Definition of research objective 1.4.3 What can be learned from this research 11 1.5 1.6 DELIMITATION 11 COURSE AND STRUCTURE OF THE THESIS 12 THEORETICAL FRAMEWORK 14 2.1 MANAGEMENT SYSTEMS 14 2.1.1 Service management systems 15 2.1.2 Internal service systems 16 2.1.3 Analytical model: The internal service system 20 2.2 CULTURE MATTERS 22 2.2.1 Understanding culture 24 2.2.1.1 Definition of culture 24 2.2.1.2 Purpose of culture 28 2.2.1.3 Cultural levels: National – business – corporate – service 29 2.2.1.3.1 National culture 30 2.2.1.3.1.1 The Asian culture perspective in relation to Western cultures 31 2.2.1.3.1.2 Singaporean culture 35 2.2.1.3.1.3 Swiss culture 39 2.2.1.3.1.4 Australian culture 40 2.2.1.3.2 Business culture 40 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore 2.2.1.3.3 Organisational culture 41 2.2.1.3.4 Service cultures 45 2.2.1.3.4.1 External service culture 46 2.2.1.3.4.2 Internal service culture 47 2.2.2 Cultural dimensions 49 2.2.2.1 Value orientation .50 2.2.2.2 Beyond culture .53 2.2.2.2.1 Time 53 2.2.2.2.2 Space 54 2.2.2.2.3 Context 55 2.2.2.2.4 Summary – Beyond culture 56 2.2.2.3 Culture's consequences 57 2.2.2.3.1 Power Distance (PDI) 57 2.2.2.3.2 Uncertainty avoidance (UAI) 58 2.2.2.3.3 Individualism (IDV) 59 2.2.2.3.4 Masculinity (MAS) 60 2.2.2.3.5 Long-term orientation (LTO) 61 2.2.2.3.6 Summary – Culture’s consequences 62 2.2.2.4 Riding the waves of culture .63 2.2.2.4.1 Relationships with people 64 2.2.2.4.2 Attitudes to time 71 2.2.2.4.3 Attitudes to the environment 73 2.2.2.4.4 Summary – Riding the waves of culture 75 2.2.2.5 The Globe Study 75 2.2.2.5.1 Power distance 77 2.2.2.5.2 Uncertainty avoidance 78 2.2.2.5.3 Human orientation 80 2.2.2.5.4 Individualism and collectivism 81 2.2.2.5.5 Assertiveness 82 2.2.2.5.6 Gender egalitarism 84 2.2.2.5.7 Future orientation 85 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore 2.2.2.5.8 Performance orientation 86 2.2.2.5.9 Summary – The Globe Study 88 2.2.2.6 Discussion and conclusion of the cultural dimensions concept .88 2.2.2.7 Cultural profiles of Switzerland, Australia and Singapore .92 2.2.3 Cultural dimensions and internal service systems 104 2.3 CROSS-CULTURAL MANAGEMENT 105 2.3.1 Culture and management 106 2.3.2 Cross-cultural management research .108 2.3.3 Fields of cross-cultural management .109 2.4 DIVERSITY MANAGEMENT ISSUES 110 2.5 INTERNAL SERVICE EXPECTATION, QUALITY AND CONTROL 111 2.5.1 Service quality control models – a comparison .112 2.5.2 European foundation for quality management (EFQM) 112 2.5.3 ISO 9000… 114 2.5.4 Internal service quality dimensions: The INTSERVQUAL model 115 2.5.5 Concluding remarks abaout service expectation, quality and control concept 121 2.5.6 Internal service quality and the cultural dimensions .122 2.5.7 Internal service quality and internal service systems .124 2.6 EMPLOYEE EMPOWERMENT 125 2.6.1 Employee empowerment and the cultural dimensions 130 2.6.2 Employee empowerment and the internal service quality .132 2.6.3 Employee empowerment and internal service systems 133 EMPIRICAL PART 134 3.1 INTERNAL SERVICE MANAGEMENT SYSTEMS IN SWITZERLAND, AUSTRALIA AND SINGAPORE – AN EMPIRICAL APPROACH 134 3.1.1 Methodologies and course of the empirical work 136 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Table 67: Choice sets both options in short text Combination, Set code Attribute Option Internal service quality statement code Attribute Option Internal service quality statement A0 B0 C0 D0 E0 Tangibles Reliability Responsiveness Assurance E mpathy Modern equipment Services provided as promised Information about service provision Provide confidence Individual attention A1 B1 C1 D1 E1 Tangibles Reliability Responsiveness Assurance Empathy Facilities visually appealing Sincere interest in solving problems Prompt service Make customer feel safe with internal transaction Best interest at heart A0 B1 C1 D2 E3 Tangibles Reliability Responsiveness Assurance E mpathy Modern equipment Sincere interest in solving problems Prompt service Consistently courteous/ friendly Convenient business hours A1 B2 C2 D3 E0 Tangibles Reliability Responsiveness Assurance Empathy Facilities visually appealing Services right the first time Willing to help Knowledge to answer questions Individual attention A0 B2 C2 D3 E1 Tangibles Reliability Responsiveness Assurance E mpathy Modern equipment Services right the first time Willing to help Knowledge to answer questions Best interest at heart A1 B3 C3 D0 E2 Tangibles Reliability Responsiveness Assurance Empathy Facilities visually appealing Services at promised time Always ready to respond Provide confidence Understand the specific needs A0 B3 C3 D1 E2 Tangibles Reliability Responsiveness Assurance E mpathy Modern equipment Services at promised time Always ready to respond Make customer feel safe with internal transaction Understand the specific needs A1 B0 C0 D2 E3 Tangibles Reliability Responsiveness Assurance Empathy Facilities visually appealing Services provided as promised Information about service provision Consistently courteous/ friendly Convenient business hours A1 B0 C1 D1 E1 Tangibles Reliability Responsiveness Assurance E mpathy Facilities visually appealing Services provided as promised Prompt service Make customer feel safe with internal transaction Best interest at heart A2 B1 C2 D2 E2 Tangibles Reliability Responsiveness Assurance Empathy Neat professional appearance Sincere interest in solving problems Willing to help Consistently courteous/ friendly Understand the specific needs A1 B1 C0 D3 E2 Tangibles Reliability Responsiveness Assurance E mpathy Facilities visually appealing Sincere interest in solving problems Information about service provision Knowledge to answer questions Understand the specific needs A2 B2 C1 D0 E3 Tangibles Reliability Responsiveness Assurance Empathy Neat professional appearance Services right the first time Prompt service Provide confidence Convenient business hours A1 B2 C3 D2 E0 Tangibles Reliability Responsiveness Assurance E mpathy Facilities visually appealing Services right the first time Always ready to respond Consistently courteous/ friendly Individual attention A2 B3 C0 D3 E1 Tangibles Reliability Responsiveness Assurance Empathy Neat professional appearance Services at promised time Information about service provision Knowledge to answer questions Best interest at heart A1 B3 C2 D0 E3 Tangibles Reliability Responsiveness Assurance E mpathy Facilities visually appealing Services at promised time Willing to help Provide confidence Convenient business hours A2 B0 C3 D1 E0 Tangibles Reliability Responsiveness Assurance Empathy Neat professional appearance Services provided as promised Always ready to respond Make customer feel safe with internal transaction Individual attention A2 B0 C2 D2 E2 Tangibles Reliability Responsiveness Assurance E mpathy Neat professional appearance Services provided as promised Willing to help Consistently courteous/ friendly Understand the specific needs A3 B1 C3 D3 E3 Tangibles Reliability Responsiveness Assurance Empathy Materials are visually appealing (timesheets, manuals, ) Sincere interest in solving problems Always ready to respond Knowledge to answer questions Convenient business hours 10 A2 B1 C3 D0 E1 Tangibles Reliability Responsiveness Assurance E mpathy Neat professional appearance Sincere interest in solving problems Always ready to respond Provide confidence Best interest at heart A3 B2 C0 D1 E2 Tangibles Reliability Responsiveness Assurance Empathy Materials are visually appealing (timesheets, manuals, ) Services right the first time Information about service provision Make customer feel safe with internal transaction Understand the specific needs 11 A2 Tangibles Neat professional appearance A3 Tangibles Materials are visually appealing (timesheets, manuals, ) Source: Own presentation 320 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore 7.6 CHOICE MODELLING QUESTIONNAIRE INTERNAL SERVICE EXPECTATION SURVEY This survey is aimed at gathering some information about your preferences or expectations of internal service delivery More specifically, the service in question is the service which support departments deliver to frontline departments (i.e the IT department of a bank to the employees at the counters in the front office) The survey consists of three sections The first section contains a set of definitions for the features of internal service delivery Please familiarise yourself with these features before you answer the questions in section two and section three This will query you about your most recent internal service experience and ask you to identify the level of features that best describes that most recent experience Section two will present you with thirty-two hypothetical internal service delivery expectations and ask you to choose the better service-option The different statements in each option are based on the definitions of features in section one Finally, the last section will ask you to fill in some basic demographic information (e.g age-group, occupation, etc.) Please note that all your answers will be kept strictly confidential Only aggregate data will be used in the analyses and the results of this research will be used for academic (i.e non-commercial) purposes only Section 1: Definitions of the features of internal service delivery expectation A: Equipment and personal appearance (tangibles) short text Modern equipment in the internal service provider departments The internal service provider departments facilities are visually appealing Modern equipment Facilities visually appealing Neat professional appearance Materials are visually appealing Employees of the internal service provider department have a neat professional appearance Materials associated with the service (such as timesheets, newsletters, reports, manuals, or statements) are visually appealing at the internal service provider departments 321 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore (timesheets, manuals, ) B: Reliability of support department (reliability) short text Services of the internal service providers are provided as promised services provided as promised sincere interest in solving problems services right the first time services at promised time If there is a problem, the internal service provider shows sincere interest in solving it The internal service provider performs services right the first time The internal service provider provides services at the promised time C: Responsiveness of support department (responsiveness) short text The internal service providers keep internal customers informed about when services will be performed The internal service provider give prompt service to internal customers The internal service providers are willing to help internal customers The internal service providers are always ready to respond to internal customers’ requests information about service provision prompt service willing to help always ready to respond D: Educated and confident support employees (assurance) short text The internal service providers provide confidence to internal customers The internal service providers are making internal customers feel save in their transaction Internal service providers are consistently courteous/friendly with the internal customers 322 provide confidence make customer feel save with internal transaction consistently courteous/ Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore friendly Internal service providers have the knowledge to answer internal customers’ questions knowledge to answer questions E: Level of being taken care of by the support department (empathy) short text The internal service providers provide individual attention to internal customers The internal service providers have the internal customer’s best interest at heart The internal service providers understand the specific needs of their internal customers The internal service providers have convenient business hours individual attention best interest at heart understand the specific needs convenient business hours 323 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Section 2: Hypothetical internal service delivery expectations Tangibles Reliability Option Modern equipment Services provided as promised Responsiveness Information about service provision Assurance Provide confidence Empathy Individual attention Option Facilities visually appealing Sincere interest in solving problems Prompt service Make customer feel safe with internal transaction Best interest at heart Option Tangibles Modern equipment Reliability Sincere interest in solving problems Responsiveness Prompt service Assurance Consistently courteous/ friendly Empathy Convenient business hours Option Facilities visually appealing Services right the first time Option Tangibles Modern equipment Reliability Services right the first time Responsiveness Willing to help Assurance Knowledge to answer questions Empathy Best interest at heart Option Facilities visually appealing Services at promised time Always ready to respond Provide confidence Understand the specific needs Option Tangibles Modern equipment Reliability Services at promised time Responsiveness Always ready to respond Option Facilities visually appealing Services provided as promised Information about service provision Consistently courteous/ friendly Assurance Empathy Make customer feel safe with internal transaction Understand the specific needs Tangibles Option Facilities visually appealing 324 Willing to help Knowledge to answer questions Individual attention Convenient business hours Option Neat professional appearance Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Reliability Services provided as promised Responsiveness Prompt service Assurance Make customer feel safe with internal transaction Empathy Best interest at heart Sincere interest in solving problems Willing to help Consistently courteous/ friendly Understand the specific needs Option Tangibles Facilities visually appealing Reliability Sincere interest in solving problems Responsiveness Information about service provision Assurance Knowledge to answer questions Empathy Understand the specific needs Option Neat professional appearance Services right the first time Option Tangibles Facilities visually appealing Reliability Services right the first time Responsiveness Always ready to respond Option Neat professional appearance Services at promised time Information about service provision Knowledge to answer questions Best interest at heart Assurance Empathy Consistently courteous/ friendly Individual attention Option Tangibles Facilities visually appealing Reliability Services at promised time Responsiveness Willing to help Assurance Provide confidence Empathy Convenient business hours Tangibles Option Neat professional appearance Reliability Services provided as promised Responsiveness Willing to help Assurance Consistently courteous/ friendly 325 Prompt service Provide confidence Convenient business hours Option Neat professional appearance Services provided as promised Always ready to respond Make customer feel safe with internal transaction Individual attention Option Materials are visually appealing (timesheets, manuals, ) Sincere interest in solving problems Always ready to respond Knowledge to answer questions Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Empathy Understand the specific needs Convenient business hours Tangibles Option Neat professional appearance Option Materials are visually appealing (timesheets, manuals, ) Services right the first time Reliability Sincere interest in solving problems Responsiveness Always ready to respond Assurance Provide confidence Empathy Best interest at heart Tangibles Option Neat professional appearance Reliability Services right the first time Responsiveness Information about service provision Assurance Make customer feel safe with internal transaction Empathy Convenient business hours Tangibles Option Neat professional appearance Reliability Responsiveness Assurance Empathy Services at promised time Prompt service Knowledge to answer questions Individual attention Tangibles Reliability Option Materials are visually appealing (timesheets, manuals, ) Services provided as promised Responsiveness Always ready to respond Assurance Knowledge to answer questions 326 Information about service provision Make customer feel safe with internal transaction Understand the specific needs Option Materials are visually appealing (timesheets, manuals, ) Services at promised time Prompt service Consistently courteous/ friendly Individual attention Option Materials are visually appealing (timesheets, manuals, ) Services provided as promised Willing to help Provide confidence Best interest at heart Option Modern equipment Sincere interest in solving problems Information about service provision Provide confidence Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Empathy Convenient business hours Individual attention Option Tangibles Materials are visually appealing (timesheets, manuals, ) Reliability Sincere interest in solving problems Responsiveness Willing to help Assurance Make customer feel safe with internal transaction Empathy Individual attention Option Modern equipment Option Tangibles Materials are visually appealing (timesheets, manuals, ) Reliability Services right the first time Responsiveness Prompt service Assurance Provide confidence Option Modern equipment Empathy Understand the specific needs Services right the first time Always ready to respond Consistently courteous/ friendly Best interest at heart Services at promised time Willing to help Make customer feel safe with internal transaction Convenient business hours Option Tangibles Materials are visually appealing (timesheets, manuals, ) Reliability Services at promised time Responsiveness Information about service provision Assurance Consistently courteous/ friendly Empathy Best interest at heart Option Modern equipment Option Materials are visually appealing (timesheets, manuals, ) Services provided as promised Option Modern equipment Tangibles Reliability Responsiveness Always ready to respond Assurance Provide confidence 327 Services provided as promised Prompt service Knowledge to answer questions Understand the specific needs Sincere interest in solving problems Information about service provision Make customer feel safe with internal transaction Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Empathy Convenient business hours Individual attention Option Tangibles Materials are visually appealing (timesheets, manuals, ) Reliability Sincere interest in solving problems Responsiveness Willing to help Assurance Consistently courteous/ friendly Empathy Individual attention Option Modern equipment Option Tangibles Materials are visually appealing (timesheets, manuals, ) Reliability Services right the first time Responsiveness Prompt service Assurance Knowledge to answer questions Empathy Understand the specific needs Option Modern equipment Option Tangibles Materials are visually appealing (timesheets, manuals, ) Reliability Services at promised time Responsiveness Information about service provision Assurance Make customer feel safe with internal transaction Empathy Best interest at heart Option Modern equipment Tangibles Option Neat professional appearance Reliability Services provided as promised Responsiveness Willing to help Assurance Make customer feel safe with internal transaction Empathy Best interest at heart 328 Services right the first time Always ready to respond Knowledge to answer questions Best interest at heart Services at promised time Willing to help Provide confidence Convenient business hours Services provided as promised Prompt service Consistently courteous/ friendly Understand the specific needs Option Materials are visually appealing (timesheets, manuals, ) Sincere interest in solving problems Always ready to respond Consistently courteous/ friendly Convenient business hours Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Reliability Option Materials are visually appealing (timesheets, manuals, ) Services right the first time Assurance Empathy Knowledge to answer questions Best interest at heart Information about service provision Provide confidence Understand the specific needs Tangibles Option Neat professional appearance Tangibles Option Neat professional appearance Sincere interest in solving problems Responsiveness Always ready to respond Reliability Services right the first time Responsiveness Information about service provision Assurance Consistently courteous/ friendly Empathy Convenient business hours Tangibles Option Neat professional appearance Reliability Services at promised time Responsiveness Prompt service Assurance Provide confidence Empathy Individual attention Tangibles Reliability Option Facilities visually appealing services provided as promised Responsiveness Prompt service Assurance Consistently courteous/ friendly Empathy Best interest at heart 329 Option Materials are visually appealing (timesheets, manuals, ) Services at promised time Prompt service Knowledge to answer questions Individual attention Option Materials are visually appealing (timesheets, manuals, ) Services provided as promised Willing to help Make customer feel safe with internal transaction Best interest at heart Option Neat professional appearance Sincere interest in solving problems Willing to help Knowledge to answer questions Understand the specific needs Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Option Facilities visually appealing Sincere interest in solving problems Responsiveness Information about service provision Assurance Provide confidence Tangibles Reliability Empathy Understand the specific needs Option Tangibles Facilities visually appealing Reliability Services right the first time Responsiveness Always ready to respond Assurance Empathy Make customer feel safe with internal transaction Individual attention Option Tangibles Facilities visually appealing Reliability Services at promised time Responsiveness Willing to help Assurance Knowledge to answer questions Empathy Convenient business hours Tangibles Reliability Option Modern equipment Services provided as promised Responsiveness Information about service provision Assurance Knowledge to answer questions Empathy Individual attention Tangibles Reliability Option Modern equipment Sincere interest in solving 330 Option Neat professional appearance Services right the first time Prompt service Make customer feel safe with internal transaction Convenient business hours Option Neat professional appearance Services at promised time Information about service provision Consistently courteous/ friendly Best interest at heart Option Neat professional appearance Services provided as promised Always ready to respond Provide confidence Individual attention Option Facilities visually appealing Sincere interest in solving problems Prompt service Provide confidence Best interest at heart Option Facilities visually appealing Services right the first time Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore problems Responsiveness Prompt service Assurance Make customer feel safe with internal transaction Empathy Convenient business hours Option Tangibles Modern equipment Reliability Services right the first time Responsiveness Willing to help Assurance Provide confidence Empathy Best interest at heart Option Tangibles Modern equipment Reliability Services at promised time Responsiveness Always ready to respond Assurance Empathy Consistently courteous/ friendly Understand the specific needs Willing to help Consistently courteous/ friendly Individual attention Option Facilities visually appealing Services at promised time Always ready to respond Make customer feel safe with internal transaction Understand the specific needs Option Facilities visually appealing Services provided as promised Information about service provision Knowledge to answer questions Convenient business hours Section 3: Demographic Information What is your nationality or citizenship? _ What is your job position? Management Supervisor (group leader) Employee Do you work currently or have worked prior to this education in a frontline or support department? Frontline Support other, which: What is your gender? female 331 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore male What is your age? 21 – 25 years 26 – 30 years 31 – 35 years 36 – 40 years 41 years + How many hours you work per week in average? – 20 hours 21 – 30 hours 31 – 40 hours 41 – 50 hours 51 – 60 hours > 60 hours Thank you for your time! 332 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore CURRICULUM VITAE NAME AND ADDRESS Andreas Ernst Wittmer Sonnmattstrasse 23 CH-9032 Engelburg Mobil: 078 – 753 01 49 Email: andreas.wittmer@unisg.ch NATIVE PLACE Niedererlinsbach SO DATE OF BIRTH 4th November 1973 EDUCATION 10.2002 – today Doctoral Program in Multicultural Management at University of St Gallen, Theme: Internal Service Value Systems and Cultural Differences: An Exploratory Study of Switzerland, Singapore and Australia; finishing: February 2005 08.2000 – 01.2002 Master of Science in Finance and International Business (M.Sc.FIB) Aarhus School of Business (ASB), Denmark, in English (1 Semester exchange student in Brussels) (total semesters) 08.1997 – 01-2000 Bachelor of Science in Business Administration (B.Sc.B) Aarhus School of Business (ASB), Denmark, in English (1 semester exchange student in Newcastle UK) (total semesters) 09.1996 – 12.1996 English college “Pacific College” Brisbane (3 months) 08.1993 – 11.1993 French college "Le Courtil" Rolle (2 months) 08.1990 – 08.1993 Business School and apprenticeship St Gallen (CH) (3 years) 08.1986 – 08.1989 Secondary School (KKSS) St Gallen (CH) (3 years) 04.1980 – 07.1986 Primary School St Gallen and Engelburg (CH) (6 years) 333 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore WORK EXPERIENCE 07.2005 – today University of St Gallen: HSG-Center Competence, CEO (from 1.7.2005) 06.2002 – 06.2005 University of St Gallen: Institute for Public Services and Tourism, Research Associate (from June 2002 up to today) 06.2001 – 10.2003 Lindberg International AS: Country Manager Benelux and Switzerland (work on new branch in Brussels and Switzerland during years) 03.1998 – 06.2001 Lindberg International AS, Aarhus (DK): Market Research Consultant (part time while student in Aarhus during years) 09.2000 – 06.2001 Aarhus School of Business: Department of Economics, Research Associate (Research and Analysis) (~1 year) 05.2000 – 08.2000 Ludwig & Partner AG: Internship as Marketing Researcher (3,5 month) 10.1996 – 10.1998 Credit Suisse First Boston, Zürich: years Investment Bookkeeping on recall during my studies (some projects) 09.1994 – 09.1996 Credit Suisse First Boston, Zürich: years Investment Bookkeeping 11.1993 – 05.1994 Visocontrol AG: Treuhand- Revisions- und Steuerbüro (between apprenticeship and military service) 08.1990 – 08.1993 Riklin & von Gunten Treuhand AG: Treuhand Lehre (3 Jahre) SPARETIME WORKS Team Captain of Swiss Gliding National Team at World and European Championships 2000 until 2003 for Aviation Junior Gliding National team 95, 96, 97 (responsible for marketing, sponsoring) Organisation Committee Swiss Gliding Championships 1996 (Chief Accounting) HOBBIES Gliding (member of Junior National Team 1995 - 1998) Travelling (Cultures) Skiing 334 ...Andreas Wittmer Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore Internal Service Systems and Cultural Differences: An Exploratory. .. culture), and the customers’ and potential customers’ influence the 16 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore internal service. .. it''s a crisis and until it''s 28 Internal Service Systems and Cultural Differences: An Exploratory Study of Switzerland, Australia, and Singapore too late to anything To the American manager, the