Cooperative teamwork for quality customer service in the Hong Kong shiprepair yards environment

During the turbulent times facing contemporary organisations, managers and employees need a precise understanding of the nature of team dynamics that develops quality service to customers. Extensive literature searches reveal few research studies focused on the nature of teamwork, which develops value to customers. The purpose of this study is to examine the value of teamwork for providing quality service within the Hong Kong shiprepair industry, outline the insight gleaned and recommend future research. This study aims to link empirically the Western developed Deutsch's (1949a, 19496, 1973, 1980, 1985, 1990) Theory of Cooperation and Competition with the innovation of teamwork and to assist in understanding the variance in the performance of these teams. Literature suggests that the relationships and interaction within the work teams can very much impact the overall performance of these work teams. The extent that these work teams are able to develop cooperative goals can promote productive and constructive communication and problem solving (constructive controversy) in their interactions. A constructive interaction leads to team members' perception of high team confidence. With trust, strong work relationship, team morale and perceived confidence, team effectiveness is enhanced on quality customer service (Alper, Tjosvold and Law, 1998; Tjosvold, Hui and Law, 1998; Tjosvold, Moy and Sasaki, 1996, 1999; Wong et al., 1999). The research also tests the extent of impact of traditional Chinese values of power distance and collectivism as contributing to cooperative goals and encourages an openminded discussion of opposing views (constructive controversy). It proposes that by adopting cooperative goals, shiprepair yard management in Hong Kong may meet the twin challenges of involving employees fully into the organisation and providing quality service to customers.