Full Description
This textbook examines how service firms manage their international operations. For the first time, it brings together insights from the fragmented literature on this subject into an accessible textbook. Further, it is unique in its focus on service firms' internationalization and international management.
Beginning with an overview of the international environment in which service firms operate, it subsequently describes multinational service firms and their internationalization processes, strategies and organization. Unlike most texts on international services, the book goes beyond internationalization to address the ongoing management of service firms. It not only addresses functions such as global service marketing, financial management and human resource management, but also discusses aspects such as global account management, global service delivery and international project management, as well as the topical issue of managing distributed virtual teams. A dedicated chapter focuses on offshore shared services and business process outsourcing. These chapters are complemented by a discussion on international corporate governance and corporate social responsibility.
The book is intended for students preparing for international careers in the service sector. Each chapter includes case studies, illustrations, highlighted definitions, a chapter summary and exercises.
Contents
Part I: The International Environment for Service Firms.- Chapter 1: Introduction: Services in International Business.- Chapter 2: International Service Business and Globalization.- Chapter 3: Development of International Trade and Investment in Services.- Chapter 4: National Differences in the Environment of Service Firms.- Chapter 5: The International Monetary and Financial Environment.- Chapter 6: Trade Protectionism and Economic Integration.- Chapter 6: Trade Protectionism and Economic Integration.- Part II: International Market Entry and Policy.- Chapter 7: The Entry Into Foreign Service Markets.- Chapter 8: The Multinational Service Firm and its Strategies.- Chapter 9: International Organization and Change in Service Firms.- Chapter 10: Shared Services and Business Process Outsourcing.- Chapter 11: International Corporate Governance.- Chapter 12: International Ethics and Corporate Social Responsibility.- Part III: The Ongoing Management of Multinational Service Firms.- Chapter 13: Global Service Marketing.- Chapter 14: Global Account Management.- Chapter 15: Global Service Delivery and Project Management.- Chapter 16: Global Financial Management.- Chapter 17: Global Management of Human Resources.- Chapter 18: Managing Services Across Cultures and Distributed Virtual Teams.
