Account-Giving in the Eyes of the Manager: Successful Management of Failing Events in Multinational Organizations (MNOs)

Abstract

Employees in multinational organizations (MNOs) face differences in accounts provided by other members, yet an inappropriate account could damage the account-giver’s career. This study examines account-giving in the eyes of the manager in an MNO context. A thematic analysis was conducted on the expected account-giving from 23 Japanese and 20 American managers in the United States. The results show that American managers typically view the out-of-control account as appropriate, whereas Japanese managers expect an apology in an untoward situation. In addition, this study gives insights to the apology account expected by Japanese managers. They expect an explicit apology for the lack of immediate communication rather than for the failing project. More interestingly, many Japanese managers expect an implicit form of apologies through self-reflection. Other findings including cultural amalgamation in MNOs and practical implications for MNO members are discussed along with the implications for the existing account taxonomy.