Résumés
Abstract
International Business (IB) and management studies have neglected giving needed attention to interactions of individuals with stigmatized national identities with overseas clients. This leaves uncertainty about the antecedents that lead these individuals to disclose their national identity to foreign clients or keep it hidden. Drawing on Social Identity Theory (SIT) and Stigma Theory, this comparative case study of two Tunisia-based call centers serving western markets indicates that identity-related choices depend more on skills and experiences individuals possess than on how they relate to each other. The study contributes to both IB and management studies by completing the existing definition of SIT and offering solutions regarding how to address stigma in IB.
Keywords:
- National identity,
- identity disclosure,
- stigma,
- Social Identity Theory,
- Tunisia
Résumé
Les travaux en gestion et en management international ne se sont pas intéressés aux interactions entre des individus ayant une identité nationale stigmatisée et leurs clients étrangers. Il en résulte une incertitude quant aux antécédents qui peuvent conduire ces individus à révéler ou à dissimuler leur identité à leurs clients internationaux. S’appuyant sur la théorie de l’identité sociale (TIS) et la théorie de la stigmatisation, cette étude de deux centres d’appels tunisiens servant des marchés occidentaux révèle que les choix identitaires sont davantage fonction des compétences et expériences des individus que de la manière dont ces derniers sont liés les uns aux autres. L’article complète la définition de la TIS tout en proposant des recommandations sur la manière de traiter la stigmatisation en management international.
Mots-clés :
- Identité nationale,
- révélation identitaire,
- stigmate,
- Théorie de l’identité sociale,
- Tunisie
Resumen
Estudios sobre negocios internacionales (NI) y manejo empresarial no se centraron en las interacciones entre individuos con una identidad nacional estigmatizada y sus clientes extranjeros. Esto genera incertidumbre sobre sus antecedentes, lo que puede llevar a estas personas a revelar u ocultar su identidad a sus clientes internacionales. Basándose en la Teoría de la Identidad Social (TIS) y la Teoría del Estigma, este estudio de caso comparativo de dos centros tunecinos de atención telefónica a mercados occidentales, revela que elecciones relacionadas con la identidad dependen más de habilidades y experiencias individuales que de las interacciones entre individuos. Este estudio completa la definición de TIE y ofrece soluciones para abordar el estigma en los NI, contribuyendo tanto con estudios sobre NI como de gestión internacional.
Palabras clave:
- Identidad nacional,
- revelación de identidad,
- estigma,
- Teoría de la identidad social,
- Túnez
Parties annexes
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