VU Research Portal Internationalisation, Cooperation and Ethnicity in the Telecom Sector. An Ethnographic Study of the Cross-cultural Cooperation of PTT Telecom in Unisource, the Netherlands Antilles and Indonesia van Marrewijk, A.H. 1999 document version Publisher's PDF, also known as Version of record Link to publication in VU Research Portal citation for published version (APA) van Marrewijk, A. H. (1999). Internationalisation, Cooperation and Ethnicity in the Telecom Sector. An Ethnographic Study of the Cross-cultural Cooperation of PTT Telecom in Unisource, the Netherlands Antilles and Indonesia. Eburon. General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. • Users may download and print one copy of any publication from the public portal for the purpose of private study or research. • You may not further distribute the material or use it for any profit-making activity or commercial gain • You may freely distribute the URL identifying the publication in the public portal ? Take down policy If you believe that this document breaches copyright please contact us providing details, and we will remove access to the work immediately and investigate your claim. E-mail address: [email protected] Download date: 02. Oct. 2021 INTERNATIONALISATION, COOPERATION AND ETHNICITY IN THE TELECOM SECTOR An Ethnographic Study of the Cross-cultural Cooperation of PTT Telecom in Unisource, the Netherlands Antilles and Indonesia Alfons van Marrewijk Eburon ii iii INTERNATIONALISATION, COOPERATION AND ETHNICITY IN THE TELECOM SECTOR An Ethnographic Study of the Cross-cultural Cooperation of PTT TELECOM in Unisource, The Netherlands Antilles and Indonesia Alfons van Marrewijk iv Promotie-commisie: Promotor: Prof. Dr. W.C.J. Koot Overige leden: Prof. Dr. M. de Jong Prof. Dr. H. Tennekes Dr. F. Trompenaars Prof. Dr. A. de Ruijter Prof. Dr. W. Burggraaf Illustration at cover page: Painting: Clemens Briels. Title: One of the wise men following the star by satellite Heusden, 1995 ISBN 90 5166 716 6 Uitgeverij Eburon Postbus 2867 2601 CW Delft [email protected] www.eburon.nl © 1999. A.H. van Marrewijk. All rights reserved. No part of this pubication may be reproduced stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior permission in writing from the proprietor(s). 1 CONTENTS Preface 7 Glossary 8 List of Figures 10 List of tables 10 1 INTRODUCTION 1 1.1 The Death of Distance 1 1.2 Outlining the Field of Study 2 1.3 Research Questions 4 1.4 Research Design 7 1.5 Structuring the Study 11 2 INTERCULTURAL MANAGEMENT, ORGANISATIONAL CULTURE AND GLOBALISATION 17 2.1 Introduction 17 2.2 Debate on Intercultural Management 18 2.2.1 Strategies for Cross-cultural Cooperation 20 2.2.2 Strategic Use of Ethnicity in Organisations 23 2.2.3 Human Beings Back in Cross-cultural Studies 26 2.3 Debate on Organisational Culture 28 2.3.1 Controversial Aspects of Organisational Culture 28 2.3.2 Anthropological Perspective on Organisational Culture 33 2.4 Debate on the Globalisation and Localisation of Industries 34 2.4.1 Globalisation of Trade and Services? 34 2.4.2 Four Phases in the Expansion of Internationalisation 39 2.4.3 Cultural Diversity in International Strategic Alliances 40 2.5 Model to Unravel Cultural Complexity in Organisations 43 3 METHODOLOGICAL REFLECTIONS 48 3.1 Introduction 48 2 3.2 The Step by Step Exploration of the Telecom Market 49 3.3 Personal and Ethical Reflections on Anthropological Research in Organisations 50 3.3.1 Presentation of an Ethnographic Text 50 3.3.2 Production of an Ethnographic Text 52 3.3.3 Do Anthropologists Fear Studying Commercial Enterprises? 54 3.3.4 The Researcher/Consultant 56 3.3.1 Involvement and Detachment of the Researcher 59 3.3.2 Interventions by the Consultant in the Organisation 60 3.4 A (re)Construction of the Research Process 62 3.4.1 Changes in the Research Design 62 3.4.2 Evaluation of the Fieldwork Experiences 63 3.5 Internal and External Validity 65 3.5.1 Feedback of the Results of Study 65 3.5.2 Computer Analysis: The Systematic Handling of Data Fout! Bladwijzer niet gedefinieerd. 3.5.3 Levels of Generalisation 66 3.6 Conclusion 67 4 THE RESTRUCTURING OF THE TELECOM MARKET: CAUSES AND CONSEQUENCES 71 4.1 The Causes of the Telecom Revolution 71 4.1.1 Technological Innovations Stimulate the Convergence of Industries 71 4.1.2 The Growing Demand of Cheap Global Telecom Services 73 4.1.3 An Ideological Wave of Free Market Politics Engulfs the World 74 4.2 The Consequences of the Telecom Revolution for PTOs: In Search for New Markets 76 4.2.1 The Emergence of World-Wide Competition for PTOs 77 4.2.2 Cross Subsidising, Tariffs and Profits Under Pressure 81 4.3 European PTOs Forced to Cross Borders in Search of New Telecom Markets 83 4.3.1 Strategies of Internationalisation of European PTOs 84 4.3.2 Old Colonial Bonds Used for New Telecom markets 85 4.3.3 Early Cross-cultural Experiences of European PTOs 88 4.4 Conclusions 91 5 DUTCH PTT TELECOM CROSSES INTERNATIONAL BORDERS 93 3 5.1 The Restructuring of the Dutch Telecom Market 93 5.1.1 A Short History of the Dutch Telecom Market and PTT TELECOM 93 5.1.2 Dutch Government versus PTT TELECOM 96 5.2 From National Operator to International Provider 98 5.2.1 The Cultural Legacy of PTT TELECOM 100 5.3 Different Paths of Internationalisation 105 5.3.1 Developing International Business 107 5.3.2 Experiences of the Netherlands Consultancy Foundation 110 5.3.3 Supporting International Operations 111 5.4 Formal Cross-Cultural Strategies 112 5.5 Conclusions 115 6 THE INDIVIDUAL STRATEGIES OF PTT TELECOM EMPLOYEES IN COPING WITH RADICAL ORGANISATIONAL CHANGES 116 6.1 Coping With New Situations in PTT TELECOM 116 6.2 A Typical Day in the Life of an International Support Employee 117 6.2.1 The International Support Office in The Hague 117 6.2.2 In the Afternoon to the Office in Prague 122 6.2.3 Private and Work Identities Melting Together 126 6.2.4 Coping Strategies to Solve Problems 127 6.2.5 Coping Strategies to Regulate Emotions 128 6.3 A typical Day in the Life of an International Business Employee 131 6.3.1 A Day at The International Business Office 131 6.3.2 Guiding New Projects Trough the Political Arena of PTT TELECOM 134 6.3.3 An Evening Flight to Madrid 136 6.3.4 Copings Strategies to Solve Problems 139 6.3.5 Copings Strategies to Regulate Emotions 140 6.4 Conclusions 141 7 LABORIOUS CROSS-CULTURAL COOPERATION IN THE AT&T-UNISOURCE GROUP: STRUGGLE FOR POWER 148 7.1 The Birth of the First European Telecom Strategic Alliance 148 4 7.2 Managing Cultural Diversity in the AT&T-Unisource Group 151 7.2.1 The AT&T-Unisource ‘Tribe’ 153 7.2.2 Corporate Strategies to Manage Cultural Diversity 154 7.3 The Experiences of Dutch Employees with the Alliance Partners 156 7.3.1 Cultural Similarities Do Not Result in Harmony 156 7.3.2 The Absence of the Swiss Employees 159 7.3.3 Spanish Conquistadors of Telefónica 161 7.3.4 American Influences in the Alliance 163 7.4 The Daily Practice of Cross-Cultural Cooperation: The ‘Tribe’ is Falling Apart 165 7.4.1 Daily Cross-Cultural Experiences in the AT&T-Unisource Group 165 7.4.2 American-Dutch Dominance and Strategies of Resistance 169 7.4.3 The End of the AT&T-Unisource Group 178 7.5 Conclusions 180 8 UNSUCCESSFUL CROSS-CULTURAL COOPERATION IN THE NETHERLANDS ANTILLES: UNBALANCED POWER RELATIONS 183 8.1 The Antillean Telecom Market: PTT TELECOM’s Stepping Stone to South-America 183 8.1.1 The Dutch – Antillean Relationship: Sensitive, Unequal and Laborious 184 8.1.2 The Restructuring of the Antillean Telecom Sector 186 8.1.3 Competitive Advantages for Dutch PTT TELECOM at the Antilles? 189 8.2 Individual Strategies of European Dutch and Curaçaoans in Dealing With Cultural Diversity in the Daily Business Life on Curaçao 190 8.2.1 Homogenus Dutch and Antillean Cultures 191 8.2.2 Papiamiento; the Soul of Antillean Identity 192 8.2.3 Giving and Receiving Feedback 196 8.2.4 Flexibility and Work Attitude 198 8.2.5 Importance of Personal Networks 203 8.2.6 The “Amsterdam +” Feeling of European Dutch Expatriates 206 8.2.7 Mutual Images of Curaçaoans and European Dutch 207 8.2.8 European Dutch are Dominating Again: According to Curaçaoans 208 8.3 Corporate Strategies of PTT TELECOM to Cope with Cultural Differences at the Netherlands Antilles 212 8.3.1 The Power Behind the Throne at St. Maarten 213 8.3.2 Supporters and Opponents of PTT TELECOM on Curaçao 216 8.3.3 Strategic Use of ‘Patrimonio Nashonal’ by the Opponents 219 5 8.4 Conclusions 223 9 SUCCESSFUL CROSS-CULTURAL COOPERATION IN INDONESIA: A GOOD BALANCE IN POWER 226 9.1 PTT TELECOM Captures the Indonesian Telecom Market 226 9.1.1 Useful Personal Networks of the NCF 226 9.1.2 The Restructuring of the Indonesian Telecom Market 228 9.1.3 Competitive Advantage for Dutch PTT TELECOM in Indonesia? 229 9.2 Individual and Corporate Strategies to Deal with Cultural Diversity 233 9.2.1 An Early Start for the Indonesian Employees 235 9.2.2 Dutch and Indonesian Office Hours at the PTT TELECOM Jakarta Office 236 9.2.3 Bahasa Indonesia: the Key for Doing Business? 239 9.2.4 The Importance of Dutch Connections in Indonesia 241 9.2.5 The Importance of Indonesian Connections in Indonesia 243 9.2.6 Ethnic Diversity in the Organisations 248 9.2.7 Religion in Daily Business