Trustworthiness: Enabling Global Collaboration

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Trustworthiness: Enabling Global Collaboration

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Title: Trustworthiness: Enabling Global Collaboration
An Ethnographic Study of Trust, Distance, Control, Culture and Boundary Spanning within Offshore Outsourcing of IT Services
Author: Tøth, Thomas
Abstract: This PhD dissertation is an ethnographic field study of the collaboration between Berlingske Media, one of the leading media companies in Denmark, and their Indian IT service provider, HCL – one of the largest IT service providers worldwide. The dissertation studies the day-to-day operational collaboration between actors from the client organization and the vendor organization in order to understand how vendor-side actors, as individuals and as a collective, can be constructed as trustworthy collaborators in the eyes of the client-side actors. While trust is the theoretical epicenter of this thesis it is, in acknowledgement of the contextual and dynamic nature of trust, subjected to an interdisciplinary analytical framework. Thus, the four analytical chapters in Part II introduce four different factors that influence the client-side actors’ perceptions of vendor-side actors’ trustworthiness: distance, control, culture and boundary spanning. The analytical conclusions are summarized in Part III of the dissertation. Based on these analytical conclusions a number of practice-oriented suggestions on how the client-side actors’ perceptions of the vendor-side’s trustworthiness can be improved are presented and discussed. Furthermore, the theoretical implications are presented and discussed.
URI: http://hdl.handle.net/10398/9115
Date: 2015-03-02

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