1. Growth and Global Expansion
McGraw-Hill/Irwin
Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved.

2. Expansion Strategies

3. Franchising
Benefits to the Franchisee Management Training Brand Name National Advertising Acquisition of Proven Business Economics of Scale
Issues for the Franchisor Franchisee Autonomy Franchise Contract Conflict Resolution

4. Generic International Strategies
Transnational
Strategy
Global
Strategy
High
Force Towards Global
Integration No
International
Strategy
Multi-domestic
Strategy
Low
Low
High
Force Towards Local Responsiveness

5. Multinational Development
The Nature of the Borderless World (Triad) Customers - information has empowered Competitors - nothing stays proprietary Company - fixed costs require large markets Currency - become currency neutral Country - deprive competitor of home market
Planning Transnational Operations Cultural Transferability Worker Norms Host Government Policy

6. International Strategic Service Vision
Service Delivery
System
Operating Strategy
Service Concept
Target Market Segments
Available technology?
Infrastructure?
Utility service?
Labor market norms and customs?
Space availability?
Interaction with suppliers?
Educating customers?
Appropriate managerial practice?
Participative?
Autocratic?
Labor market institutions?
Government regulations?
Unions?
Host government policies?
Language?
Front office?
Back office?
What are customer expectations?
Perception of value?
Service ethic?
Service encounter?
Acceptance of self-serve?
What are the usage patterns?
Cultural transferability?
What are the market segments?
Domestic?
Multinational?
Tourist?
What are important cultural differences?
Life style?
Disposable income?
What are the workforce demographics?
Skills?
Age distribution?
Attitudes?
Work ethic?

7. Considerations in Selecting a Global Service Strategy