Conflict as Manifestation of Culture in Global IS Outsourcing Relationships

The objective of this paper is to propose a new way of analyzing culture in global IS outsourcing relationships. Previous research in IS has focused on the analysis of values, beliefs, customs, and other elements of culture whereas other inherent characteristics of culture, such as its dynamic and subjective nature, have been widely ignored. Hence, we suggest analyzing culture and identity in relation to action thereby accounting in more detail for the above mentioned characteristics. In particular, we develop a conceptual model describing the relationship between social identity and conflict in global IS outsourcing relationships. Propositions are derived from social identity and interpersonal conflict theory. The concept of cognitive flexibility (derived from cultural intelligence theory) is introduced as a moderator variable, influencing the relationship between social identity and interpersonal conflict. The conceptual model developed in this paper makes a theoretical contribution to the global IS outsourcing domain and serves as a basis for future empirical research.