Communication Effectiveness in Global Virtual Teams: A Case Study of Software Outsourcing Industry in China

Abstract


As global virtual team (GVT) is staffed by members
from different countries working at different sites, its
success relies heavily on effective communication. The
purpose of this study is to explore factors affecting
GVT communication effectiveness and how they work.
After a review of prior studies, two aspects were
identified, namely critical success factors (CSFs) and
team characteristics, each represented by a series of
technological, managerial, or structural elements of
the team. A case study observing 6 GVTs in 3
international IT organizations in Dalian Software Park
(Dalian, China) was conducted to examine the
research model. Findings indicated that: 1) although
GVT communication effectiveness is primarily affected
by task-oriented communication, social communication
cannot be ignored; 2) task-oriented communication
and social communication are affected not only by the
identified CSFs and team characteristics but also by
task characteristics. Measures to improve GVT
communication are proposed.

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