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Servant Leadership Across Cultures by Ed Voerman, Fons Trompenaars

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9

DILEMMA 5:SPECIFIC VERSUS DIFFUSE

Challenge

Peter Webber is in a monthly meeting to discuss the upcoming business issues with the EMEA country managers. The problem at hand is: continually increasing service costs.

What is interesting to note is that the southern European countries (primarily Italy, Spain and France) are in agreement with their African and Middle-Eastern colleagues, in their mutual desire to invest more in services for the customer. The Dutch, English and Scandinavian colleagues, on the other hand, emphasize the need to pay more attention to the costs. Let the customer explain, for once, why a whole series of antibiotics needs to be recalled on the basis of one upset stomach and some minor side-effects, even though both Harvard ...

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