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THESIS Camera Ready A Service of Leibniz-Informationszentrum econstor Wirtschaft Leibniz Information Centre Make Your Publications Visible. zbw for Economics Tøth, Thomas Doctoral Thesis Trustworthiness: Enabling Global Collaboration: An Ethnographic Study of Trust, Distance, Control, Culture and Boundary Spanning within Offshore Outsourcing of IT Services PhD Series, No. 3.2015 Provided in Cooperation with: Copenhagen Business School (CBS) Suggested Citation: Tøth, Thomas (2015) : Trustworthiness: Enabling Global Collaboration: An Ethnographic Study of Trust, Distance, Control, Culture and Boundary Spanning within Offshore Outsourcing of IT Services, PhD Series, No. 3.2015, ISBN 9788793155893, Copenhagen Business School (CBS), Frederiksberg, http://hdl.handle.net/10398/9115 This Version is available at: http://hdl.handle.net/10419/208921 Standard-Nutzungsbedingungen: Terms of use: Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Documents in EconStor may be saved and copied for your Zwecken und zum Privatgebrauch gespeichert und kopiert werden. personal and scholarly purposes. Sie dürfen die Dokumente nicht für öffentliche oder kommerzielle You are not to copy documents for public or commercial Zwecke vervielfältigen, öffentlich ausstellen, öffentlich zugänglich purposes, to exhibit the documents publicly, to make them machen, vertreiben oder anderweitig nutzen. publicly available on the internet, or to distribute or otherwise use the documents in public. Sofern die Verfasser die Dokumente unter Open-Content-Lizenzen (insbesondere CC-Lizenzen) zur Verfügung gestellt haben sollten, If the documents have been made available under an Open gelten abweichend von diesen Nutzungsbedingungen die in der dort Content Licence (especially Creative Commons Licences), you genannten Lizenz gewährten Nutzungsrechte. may exercise further usage rights as specified in the indicated licence. https://creativecommons.org/licenses/by-nc-nd/3.0/ www.econstor.eu COPENHAGEN BUSINESS SCHOOL TRUSTWORTHINESS: ENABLING GLOBAL COLLABORATION SOLBJERG PLADS 3 DK-2000 FREDERIKSBERG DANMARK WWW.CBS.DK ISSN 0906-6934 Print ISBN: 978-87-93155-88-6 Online ISBN: 978-87-93155-89-3 Thomas Tøth TRUSTWORTHINESS: ENABLING GLOBAL COLLABORATION AN ETHNOGRAPHIC STUDY OF TRUST, DISTANCE, CONTROL, CULTURE AND BOUNDARY SPANNING WITHIN OFFSHORE OUTSOURCING OF IT SERVICES PhD School in Organisation and Management Studies PhD Series 03.2015 PhD Series 03-2015 TRUSTWORTHINESS: ENABLING GLOBAL COLLABORATION - An Ethnographic Study of Trust, Distance, Control, Culture and Boundary Spanning within Offshore Outsourcing of IT Services Thomas Tøth Supervisor: Professor Anne-Marie Søderberg Doctoral School of Organisation and Management Studies Copenhagen Business School 1 Thomas Tøth TRUSTWORTHINESS: ENABLING GLOBAL COLLABORATION An Ethnographic Study of Trust, Distance, Control, Culture and Boundary Spanning within Offshore Outsourcing of IT Services 1st edition 2015 PhD Series 03-2015 © The Author ISSN 0906-6934 Print ISBN: 978-87-93155-88-6 Online ISBN: 978-87-93155-89-3 The Doctoral School of Organisation and Management Studies (OMS) is an interdisciplinary research environment at Copenhagen Business School for PhD students working on theoretical and empirical themes related to the organisation and management of private, public and voluntary organizations. All rights reserved. No parts of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage or retrieval system, without permission in writing from the publisher. PREFACE & ACKNOWLEDGEMENTS I seemed to spend ninety percent of my time putting out fires and ten percent thinking about why offshore outsourcing collaboration is inherently difficult; and I wanted to turn that bucket around and spend ninety percent of my time thinking about the complexities of offshore outsourcing and, not least, how to improve such collaboration. That was the main reason for taking upon me the challenge of reacquainting with academia by enrolling as a doctoral student and writing a PhD dissertation. I have given this explanation countless times to people I have met over the latter years. It is the first sentence in my elevator speech. Roughly three years ago I made a shift from being a practitioner working within it IT- industry with a primary focus on managing and developing collaboration between Danish and Indian IT professionals – a journey that had included expatriation to India as a part of the management group of the largest IT offshore outsourcing endeavor that any Danish company has engaged in – to becoming a researcher within the field of global collaboration and teamwork. When I drafted the application for the PhD-fellow position at Copenhagen Business School (CBS) I knew that I wanted to dig deeper into the role of trust in collaborations characterized by crossing national, organizational, cultural and geographical boundaries. I knew I would like to focus my research efforts on trust, as it had become clear to me that in global collaborations everything seemed to work out fine as long as the actors trusted each other; and when they did not problems seemed to pile up. At that time I had no idea what trust was – at least not from an academic perspective. Over the last three years I have researched trust and trustworthiness and refined my view on these constructs: and I have also expanded my understanding of the empirical concept of offshore outsourcing, as well as the related theoretical constructs I introduce 3 in this dissertation, a great deal along the way. The result is this PhD dissertation. It is inherently mine, but it would not have turned out the way it did without the contributions, support and encouragement from number of people. To these people I owe a great deal of gratitude. Therefore I would like to thank the people involved in the NexGSD (Next Generation Technologies and Processes for Global Software Development) project and my colleagues at CBS. I would also like to thank Dr. Ann-Marie Nienaber from Coventry University and Dr. Peter Ørberg Jensen from CBS for their valuable and constructive feedback at my pre-defense seminar. And I would like to thank the assessment committee – Dr. Mette Zølner from CBS, Dr. Sylvie Chevrier from Paris-Est University, and Dr. Pamela Hinds from Stanford University – for their efforts in assessing this dissertation and for their valuable comments. I am very grateful to HCL and Berlingske Media for agreeing to let me conduct ethnographic field studies in their organizations. Their openness, which has provided me with a practically unlimited access to conduct observation studies and interviews, is deeply appreciated – and so is the curiosity and interest I have been met with all along. Furthermore, I thank Dr. Anne-Marie Søderberg for supervising my PhD project. Throughout the last three years you have helped me develop my arguments; provided critical feedback on my writings; engaged with me in numerous fruitful discussions; and supported me all along. Thank you. I would also like to thank my family and friends for taking an interest in my academic endeavors; and for their love and support. In particular, I would like to thank Susanne: For your love, support, compassion and encouragement throughout this project – and in life in general. It means more to me than words can even begin to describe. Finally, to my daughter Laura: Without you, none of all this would matter at all. Thank you for sunshine every day. 4 SUMMARY 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. 5 6 RESUMÉ Denne afhandling er et etnografisk feltstudie af samarbejdet mellem en et af de største danske mediehuse, Berlingske Media, og deres indiske IT-leverandør, HCL, som er en af de største leverandører af IT-services i verden. Afhandlingen studerer det daglige, operationelle samarbejde mellem aktører fra henholdsvis kunde- og leverandørorganisationen med henblik på at forstå hvordan aktørerne på leverandørsiden, kollektivt og som individer, konstrueres som troværdige samarbejdspartnere, set fra kundeorganisationens-aktørernes perspektiv. Tillid er afhandlingens teoretiske omdrejningspunkt, som, i erkendelsen af at tillid er en kontekstafhængig og dynamisk konstruktion, bliver analyseret interdisciplinært.
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