THE MANAGERIAL AND TEAM REGULATION IN A MULTICULTURAL CONTEXT: A CASE STUDY OF A HYPERMARKET IN NEW CALEDONIA

Abstract

The purpose of this study is to understand regulation within multicultural teams in the context of training development aimed at improving customer relations. The study, which resembles a case study, takes place within a hypermarket located in New Caledonia. Data collection involved observing exchanges during training sessions and conducting exploratory interviews. One year after the training, targeted interviews were conducted with cashiers to assess the training’s benefits. Our results show that it is challenging for cashiers to envision themselves in an organization where the cultural dimension is nearly absent, and where contracts and rules are the sole foundations. Training has had unexpected effects on regulation. This study opens research perspectives on the analysis of the applicability of management practices in New Caledonia to other multicultural environments. Conducting longitudinal studies to examine group dynamics and employee adaptation to imposed regulations is also suggested.