Title: Impact of cultural differences on standardisation in international shared service centres

Authors: Pawel Pietruszewski

Addresses: Kozminski University, ul. Jagiellonska 57/59, 03-301 Warsaw, Poland

Abstract: This study explores how cultural differences impact business process standardisation in international shared service centres. Despite the widespread adoption of such centres, cultural influences on implementing and maintaining standardised processes remain underexplored. Using a mixed-methods approach, we surveyed 160 employees from a Swedish multinational company and 150 Polish employees from three organisations. This design captures how national, organisational, and professional cultures affect standardisation preferences and behaviours. Findings reveal that high uncertainty avoidance drives a preference for clear, well-defined processes but fosters resistance to change. High power distance supports adherence to top-down directives but discourages open feedback and continuous improvement. We propose a model explaining how these cultural dimensions influence the process-management cycle and illustrate its practical use through a case study of Swedish shared service centres. The study offers tools for organisational planning, personnel management, and process design, helping managers anticipate resistance, improve communication, and adapt implementation strategies across cultures.

Keywords: business process management; shared services; standardisation; cultural differences; uncertainty avoidance; power distance.

DOI: 10.1504/IJBPIM.2025.151625

International Journal of Business Process Integration and Management, 2025 Vol.12 No.4, pp.307 - 319

Received: 10 Apr 2025
Accepted: 10 Aug 2025
Published online: 10 Feb 2026 *

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