This dissertation increases our insight into the role of the service employee’s intercultural competences in the service to culturally diverse customers. Investigating the effect of the intercultural competences of service employees is of major importance because, as a consequence of globalization, the number of intercultural service encounters has increased dramatically and still does. The delivery of service to a culturally diverse customer-base requires a combination of knowledge, skills and attitude; the intercultural competences (also known as Global Mindset). In this study the hotel sector has been investigated specifically. The hotel sector is an important economic player that continues to grow inspite of economic downturn. The special characteristics of hotel services make the sector also very suitable for the research of face-to-face encounters in an international context. In this dissertation, a holistic approach has been chosen, meaning that in the four empirical studies not only the perspective of the manager, but also that of the employee and the customer was investigated. All three of the above-mentioned are actors in intercultural service according to the argumentation of the ‘service-profit chain’ (Heskett, Jones, et al., 1994). Together, the manager, employee and the customer form the so-called ‘service triangle’ (Bitner, 1990).
Using a series of case studies, we show that global mindset is at the heart of global growth and opportunity for entrepreneurial ventures. We review how having an entrepreneurial mindset and international experience influence the rapidity of internationalization by discussing the entrepreneurial process and how the global mindset of founders of born global firms influences their choices in the competitive landscape. This chapter closes with a discussion of a continuum — globalization frustrated (focusing on firms with entrepreneurs that have global mindsets but cannot internationalize) to globalization mandated (focusing on firms that are forced to be global).
Globalization has opened new markets to Small and Medium Enterprise (SMEs) and given them access to better suppliers. However, the resulting lengthening of supply chains has increased their vulnerability to disruptions. SMEs now recognize the importance of reliable and resilient supply chains to meet customer requirements and gain competitive advantage. Data analytics play a crucial role in developing the insights needed to identify and deal with disruptions. At the company level, this entails the development of data analytic capability, a complex socio-technical process consisting of people, technology, and processes. At the supply chain level, the complexity is compounded by the fact that multiple actors are involved, each with their own resources and capabilities. Each company’s data analytic capability, in combination with how they work together to share information and thus create visibility in the supply chain will affect the reliability and resilience of the supply chain. The proposed study therefore examines how SMEs can leverage data analytics in a way that fits with their available resources and capabilities to improve the reliability and resilience of their supply chain. The consortium for this project consists of Breda University of Applied Sciences (BUas), Logistics Community Brabant (LCB), Transport en Logistiek Nederland (TLN), Logistiek Digitaal, Kennis Transport, Smink and Devoteam. Together, the partners will develop a tool to benchmark SMEs’ progress towards developing data analytic capability that enhances the reliability of their supply chain. Interviews will be conducted with various actors of the supply chain to identify the enablers and inhibitors of using data analytics across the supply chain. Finally, the findings will be used to conduct action research with the two SMEs partners, Kennis and Smink to identify which technological tools and processes companies need to adopt to develop the use of data analytics to enhance their resilience in case of disruptions.
We live in a time of radical changes in Europe. The climate crisis, the war in Ukraine, energy crisis, the pandemic, increasedprice levels and interest rates, digitalization, robotization, reduced birth rates, an aging population, migration, a decliningdemocracy index and increasing friction level between continents and powerful states makes us uncertain about tomorrow.Deglobalization, shorter production lines, changed export models, bloc formations and sovereignty might be results of someof the large challenges we see today. We see tendencies towards increasing poverty and a declining middle class. It isperhaps more important than ever in recent times to show optimism on behalf of young people and future generations.European cooperation and the link between the right skills for the right future seems to be more actual and important thanever. A report from McKinsey Global Institute (2017) about future work life, competence development and digitalization,shows that approximately 50 % of todays jobs can disappear in the nearest future caused digitalization, robotization and AI.MGI’s in-dept report have covered more than 20 countries and 30 industries (mckinsey.com). We have also a commonEuropean challenge reagarding too many youth outside the working life. The NEET index (Not in Employment, Education orTraining) was 14 % totally for the EU countries, 9.6 % for Germany, 6.3 % for Netherlands and also 6.3 % for Norway in2021 (ssb.no).This is a challenge we have to solve as we need to increase the work participation as welfare costs willincrease as a consequence of more immigration and several older people.
