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La dynamique des compétences interculturelles individuelles et collectives des prestataires de services dans l’expérience de service du client
Abstract
Global mindset is usually considered as a positive skill or resource that helps individuals and companies succeed internationally. We argue that it is also a collective scheme of thought that brings some actors together and sets others apart. We investigate this perspective through a qualitative study of French MNC managers, internationalisation support providers, and SME owners and managers attempting to create or grow their business in China. We reveal that global mindset is a double‐edged concept: it is not solely an instrument for integration, but also a doxa, a particular viewpoint imposed to identify and reject outsiders through symbolic struggles. This alternative conceptualisation is necessary to rethink the social forces at work in the field of international business. It is also necessary to encourage educators and practitioners to acknowledge the struggles that result from the imposition of certain views and behaviours and to adapt education, support and training programs accordingly.
L’objectif de cet article est de comprendre la dynamique des compétences interculturelles individuelles et collectives des prestataires dans l’expérience de service du client. Les résultats de l’étude de cas d’une business unit française prestataire de services linguistiques qui excelle en la matière montrent qu’une articulation eff icace des deux niveaux de compétence assure la satisfaction des clients et contribue à la compétitivité de l’entreprise.
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