Five challenges to virtual team success: Lessons from Sabre, Inc.

Academy of Management Executive

Volumn 16, Issue 3, 2002, Pages 67-79

  Kirkman, Bradley L ^a   Rosen, Benson ^b   Gibson, Cristina B ^c   Tesluk, Paul E ^d   McPherson, Simon O ^e  

^a GEORGIA INSTITUTE OF TECHNOLOGY   (United States)

^b UNIVERSITY OF NORTH CAROLINA   (United States)

^c UNIVERSITY OF SOUTHERN CALIFORNIA   (United States)

^d UNIVERSITY OF MARYLAND   (United States)

^e NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0036704495     PISSN: 10795545     EISSN: None     Source Type: Journal    
DOI: 10.5465/AME.2002.8540322     Document Type: Conference Paper

References (83)

1. For more information about global work team implementation, see Kirkman, B.L., Gibson, C.B., & Shapiro, D.L. 2001. "Exporting" teams: Enhancing the implementation and effectiveness of work teams in global affiliates. Organizational Dynamics, 30(1): 12-29.
2. nd ed. San Francisco: Jossey-Bass.
3. nd ed. San Francisco: Jossey-Bass.
4. Maznevski, M.L., & Chudoba, K.M. 2000. Bridging space over time: Global virtual-team dynamics and effectiveness. Organization Science, 11(5): 473-492; and Montoya-Weiss, M.M., Massey, A.P., & Song, M. 2001. Getting it together: Temporal coordination and conflict management in global virtual teams. Academy of Management Journal, 44(6): 1251-1262, for issues involving virtual teams composed of members from different countries.
5. Maznevski, M.L., & Chudoba, K.M. 2000. Bridging space over time: Global virtual-team dynamics and effectiveness. Organization Science, 11(5): 473-492; and Montoya-Weiss, M.M., Massey, A.P., & Song, M. 2001. Getting it together: Temporal coordination and conflict management in global virtual teams. Academy of Management Journal, 44(6): 1251-1262, for issues involving virtual teams composed of members from different countries.
6. Chase, N. 1999. Learning to lead a virtual team. Quality, 38(9): 76.; and Geber, B. 1995. Virtual teams. Training, 32(4): 36-40; and Bell, B.S., & Kozlowski, S.W.J. 2002. A typology of virtual teams: Implications for effective leadership. Group & Organization Management, 27(1): 14-49.
7. Chase, N. 1999. Learning to lead a virtual team. Quality, 38(9): 76.; and Geber, B. 1995. Virtual teams. Training, 32(4): 36-40; and Bell, B.S., & Kozlowski, S.W.J. 2002. A typology of virtual teams: Implications for effective leadership. Group & Organization Management, 27(1): 14-49.
8. Chase, N. 1999. Learning to lead a virtual team. Quality, 38(9): 76.; and Geber, B. 1995. Virtual teams. Training, 32(4): 36-40; and Bell, B.S., & Kozlowski, S.W.J. 2002. A typology of virtual teams: Implications for effective leadership. Group & Organization Management, 27(1): 14-49.
9. Gibson, C.B., & Cohen, S.G., forthcoming. Virtual teams that work: Creating the conditions for virtual team effectiveness. San Francisco: Jossey-Bass.
10. See Cooper, R.C. 1997. Telecommuting: The good, the bad, and the particulars. Supervision, 57(2): 10-12; McCune, J.C. 1998. Telecommuting revisited. Management Review, 87(2): 10-16; and Pearlson, K.E., & Saunders, C.S. 2001. There's no place like home: Managing telecommuting paradoxes. The Academy of Management Executive, 15(2): 117-128, for more information on telecommuting.
11. See Cooper, R.C. 1997. Telecommuting: The good, the bad, and the particulars. Supervision, 57(2): 10-12; McCune, J.C. 1998. Telecommuting revisited. Management Review, 87(2): 10-16; and Pearlson, K.E., & Saunders, C.S. 2001. There's no place like home: Managing telecommuting paradoxes. The Academy of Management Executive, 15(2): 117-128, for more information on telecommuting.
12. See Cooper, R.C. 1997. Telecommuting: The good, the bad, and the particulars. Supervision, 57(2): 10-12; McCune, J.C. 1998. Telecommuting revisited. Management Review, 87(2): 10-16; and Pearlson, K.E., & Saunders, C.S. 2001. There's no place like home: Managing telecommuting paradoxes. The Academy of Management Executive, 15(2): 117-128, for more information on telecommuting.
13. Cascio, W.F. 2000. Managing a virtual workplace. The Academy of Management Executive, 14(3): 81-90; Kurland, N.B., & Bailey, D.E. 1999. Telework: The advantages and challenges of working here, there, anywhere, and anytime. Organizational Dynamics, 28(2): 53-67; and Kurland, N.B., & Egan, T.D. 1999. Telecommuting: Justice and control in the virtual organization. Organization Science, 10(4): 500-513.
14. Cascio, W.F. 2000. Managing a virtual workplace. The Academy of Management Executive, 14(3): 81-90; Kurland, N.B., & Bailey, D.E. 1999. Telework: The advantages and challenges of working here, there, anywhere, and anytime. Organizational Dynamics, 28(2): 53-67; and Kurland, N.B., & Egan, T.D. 1999. Telecommuting: Justice and control in the virtual organization. Organization Science, 10(4): 500-513.
15. Cascio, W.F. 2000. Managing a virtual workplace. The Academy of Management Executive, 14(3): 81-90; Kurland, N.B., & Bailey, D.E. 1999. Telework: The advantages and challenges of working here, there, anywhere, and anytime. Organizational Dynamics, 28(2): 53-67; and Kurland, N.B., & Egan, T.D. 1999. Telecommuting: Justice and control in the virtual organization. Organization Science, 10(4): 500-513.
16. Pearlson & Saunders, op. cit.
17. Elkins, T. 2000. Virtual teams: Connect and collaborate, IIE Solutions, 32(4): 26-32.
18. Townsend, A.M., DeMarie, S.M., & Hendrickson, A.R. 1998. Virtual teams: Technology and the workplace of the future. The Academy of Management Executive, 12(3): 17-29.
19. Cascio, op. cit.
20. Maznevski & Chudoba, op. cit.
21. Boudreau, M.C., Loch, K.D., Rohey, D., & Straud, D. 1998. Going global: Using information technology to advance the competitiveness of the virtual transnational organization. The Academy of Management Executive, 12(4): 120-128; and Maznevski & Chudoba, op. cit.
22. Boudreau, M.C., Loch, K.D., Rohey, D., & Straud, D. 1998. Going global: Using information technology to advance the competitiveness of the virtual transnational organization. The Academy of Management Executive, 12(4): 120-128; and Maznevski & Chudoba, op. cit.
23. Bunderson, J.S., & Sutcliffe, K.M., in press. Comparing alternative conceptualizations of functional diversity in management teams: Process and performance effects. Academy of Management Journal; Dougherty, D. 1992. Interpretive barriers to successful product innovation in large firms. Organization Science, 3(2): 179-202; Lovelace, K., Shapiro, D.L., & Weingart, L.R. 2001. Maximizing cross-functional new product teams' innovativeness and constraint adherence: A conflict communication perspective. Academy of Management Journal, 44(4): 779-792; Ancona, D.G., & Caldwell, D.F. 1992. Demography and design: Predictors of new product team performance. Organization Science, 3(3): 321-341; and Parker, G.M. 1994. Cross-functional teams: Working with allies, enemies, and other strangers. San Francisco: Jossey-Bass.
24. Bunderson, J.S., & Sutcliffe, K.M., in press. Comparing alternative conceptualizations of functional diversity in management teams: Process and performance effects. Academy of Management Journal; Dougherty, D. 1992. Interpretive barriers to successful product innovation in large firms. Organization Science, 3(2): 179-202; Lovelace, K., Shapiro, D.L., & Weingart, L.R. 2001. Maximizing cross-functional new product teams' innovativeness and constraint adherence: A conflict communication perspective. Academy of Management Journal, 44(4): 779-792; Ancona, D.G., & Caldwell, D.F. 1992. Demography and design: Predictors of new product team performance. Organization Science, 3(3): 321-341; and Parker, G.M. 1994. Cross-functional teams: Working with allies, enemies, and other strangers. San Francisco: Jossey-Bass.
25. Bunderson, J.S., & Sutcliffe, K.M., in press. Comparing alternative conceptualizations of functional diversity in management teams: Process and performance effects. Academy of Management Journal; Dougherty, D. 1992. Interpretive barriers to successful product innovation in large firms. Organization Science, 3(2): 179-202; Lovelace, K., Shapiro, D.L., & Weingart, L.R. 2001. Maximizing cross-functional new product teams' innovativeness and constraint adherence: A conflict communication perspective. Academy of Management Journal, 44(4): 779-792; Ancona, D.G., & Caldwell, D.F. 1992. Demography and design: Predictors of new product team performance. Organization Science, 3(3): 321-341; and Parker, G.M. 1994. Cross-functional teams: Working with allies, enemies, and other strangers. San Francisco: Jossey-Bass.
26. Bunderson, J.S., & Sutcliffe, K.M., in press. Comparing alternative conceptualizations of functional diversity in management teams: Process and performance effects. Academy of Management Journal; Dougherty, D. 1992. Interpretive barriers to successful product innovation in large firms. Organization Science, 3(2): 179-202; Lovelace, K., Shapiro, D.L., & Weingart, L.R. 2001. Maximizing cross-functional new product teams' innovativeness and constraint adherence: A conflict communication perspective. Academy of Management Journal, 44(4): 779-792; Ancona, D.G., & Caldwell, D.F. 1992. Demography and design: Predictors of new product team performance. Organization Science, 3(3): 321-341; and Parker, G.M. 1994. Cross-functional teams: Working with allies, enemies, and other strangers. San Francisco: Jossey-Bass.
27. Bunderson, J.S., & Sutcliffe, K.M., in press. Comparing alternative conceptualizations of functional diversity in management teams: Process and performance effects. Academy of Management Journal; Dougherty, D. 1992. Interpretive barriers to successful product innovation in large firms. Organization Science, 3(2): 179-202; Lovelace, K., Shapiro, D.L., & Weingart, L.R. 2001. Maximizing cross-functional new product teams' innovativeness and constraint adherence: A conflict communication perspective. Academy of Management Journal, 44(4): 779-792; Ancona, D.G., & Caldwell, D.F. 1992. Demography and design: Predictors of new product team performance. Organization Science, 3(3): 321-341; and Parker, G.M. 1994. Cross-functional teams: Working with allies, enemies, and other strangers. San Francisco: Jossey-Bass.
28. Maznevski & Chudoba, op. cit.
29. Gibson & Cohen, op. cit.
30. See, for example, Coutu, D. 1998. Trust in virtual teams. Harvard Business Review, 76(3): 20-21; Jarvenpaa, S., & Leidner, D. 1999. Communication and trust in global virtual teams. Organization Science, 19(6): 791-815; Jarvenpaa, S.L., Knoll, K., & Leidner, D.E. 1998. Is anybody out there? Antecedents of trust in global virtual teams. Journal of Management Information Systems, 14(4): 29-64; Platt, L. 1999. Virtual teaming: Where is everyone? Journal of Quality & Participation, September/October: 41-43.; Cascio, op. cit.; and Townsend, op. cit.
31. See, for example, Coutu, D. 1998. Trust in virtual teams. Harvard Business Review, 76(3): 20-21; Jarvenpaa, S., & Leidner, D. 1999. Communication and trust in global virtual teams. Organization Science, 19(6): 791-815; Jarvenpaa, S.L., Knoll, K., & Leidner, D.E. 1998. Is anybody out there? Antecedents of trust in global virtual teams. Journal of Management Information Systems, 14(4): 29-64; Platt, L. 1999. Virtual teaming: Where is everyone? Journal of Quality & Participation, September/October: 41-43.; Cascio, op. cit.; and Townsend, op. cit.
32. See, for example, Coutu, D. 1998. Trust in virtual teams. Harvard Business Review, 76(3): 20-21; Jarvenpaa, S., & Leidner, D. 1999. Communication and trust in global virtual teams. Organization Science, 19(6): 791-815; Jarvenpaa, S.L., Knoll, K., & Leidner, D.E. 1998. Is anybody out there? Antecedents of trust in global virtual teams. Journal of Management Information Systems, 14(4): 29-64; Platt, L. 1999. Virtual teaming: Where is everyone? Journal of Quality & Participation, September/October: 41-43.; Cascio, op. cit.; and Townsend, op. cit.
33. See, for example, Coutu, D. 1998. Trust in virtual teams. Harvard Business Review, 76(3): 20-21; Jarvenpaa, S., & Leidner, D. 1999. Communication and trust in global virtual teams. Organization Science, 19(6): 791-815; Jarvenpaa, S.L., Knoll, K., & Leidner, D.E. 1998. Is anybody out there? Antecedents of trust in global virtual teams. Journal of Management Information Systems, 14(4): 29-64; Platt, L. 1999. Virtual teaming: Where is everyone? Journal of Quality & Participation, September/October: 41-43.; Cascio, op. cit.; and Townsend, op. cit.
34. See, for example, Coutu, D. 1998. Trust in virtual teams. Harvard Business Review, 76(3): 20-21; Jarvenpaa, S., & Leidner, D. 1999. Communication and trust in global virtual teams. Organization Science, 19(6): 791-815; Jarvenpaa, S.L., Knoll, K., & Leidner, D.E. 1998. Is anybody out there? Antecedents of trust in global virtual teams. Journal of Management Information Systems, 14(4): 29-64; Platt, L. 1999. Virtual teaming: Where is everyone? Journal of Quality & Participation, September/October: 41-43.; Cascio, op. cit.; and Townsend, op. cit.
35. O'Hara-Devereaux, M., & Johansen, B. 1994. Global work: Bridging distance, culture, and time. San Francisco: Jossey-Bass; Hart, P., & Saunders, C. 1997. Power and trust: Critical factors in the adoption and use of electronic data interface. Organization Science, 8(1): 23-42; and Sheppard, B.H., & Sherman, D.M. 1998. The grammars of trust: A model and general implications. Academy of Management Review, 23(3): 422-437.
36. O'Hara-Devereaux, M., & Johansen, B. 1994. Global work: Bridging distance, culture, and time. San Francisco: Jossey-Bass; Hart, P., & Saunders, C. 1997. Power and trust: Critical factors in the adoption and use of electronic data interface. Organization Science, 8(1): 23-42; and Sheppard, B.H., & Sherman, D.M. 1998. The grammars of trust: A model and general implications. Academy of Management Review, 23(3): 422-437.
37. O'Hara-Devereaux, M., & Johansen, B. 1994. Global work: Bridging distance, culture, and time. San Francisco: Jossey-Bass; Hart, P., & Saunders, C. 1997. Power and trust: Critical factors in the adoption and use of electronic data interface. Organization Science, 8(1): 23-42; and Sheppard, B.H., & Sherman, D.M. 1998. The grammars of trust: A model and general implications. Academy of Management Review, 23(3): 422-437.
38. Handy, C. 1995. Trust and the virtual organization. Harvard Business Review, 73(9): 40-48.
39. Cascio, op. cit., 83.
40. Jarvenpaa, et al., op. cit., 30.
41. For a more complete discussion of trust, see Mayer, R.C., Davis, J.H., & Schoorman, F.D. 1995. An integrative model of organizational trust. Academy of Management Review, 29(3): 709-734. For a discussion about the impact of trust on cooperation and teamwork, see Jones, G.R., & George, J.M. 1998. The experience and evolution of trust: Implications for cooperation and teamwork. Academy of Management Review, 23(3): 531-546.
42. For a more complete discussion of trust, see Mayer, R.C., Davis, J.H., & Schoorman, F.D. 1995. An integrative model of organizational trust. Academy of Management Review, 29(3): 709-734. For a discussion about the impact of trust on cooperation and teamwork, see Jones, G.R., & George, J.M. 1998. The experience and evolution of trust: Implications for cooperation and teamwork. Academy of Management Review, 23(3): 531-546.
43. Mayer, et al., op. cit.
44. Geber, op. cit., 39.
45. Gibson, C.B., & Manuel, J., forthcoming. Building trust: Effective multicultural communication processes in virtual teams. In C.B. Gibson & S.G. Cohen (Eds.), Virtual teams that work: Creating the conditions for virtual team effectiveness. San Francisco: Jossey-Bass.
46. For more on creating team charters and other team-development tools and interventions, see Fisher, K., Rayner, S., & Belgard, W. 1995. Tips for teams. New York: McGraw-Hill.
47. The notion of process gains and losses is explained in more detail in J.R. Hackman's work. See Hackman, J.R. 1987. The design of effective work teams. In J.W. Lorsch (Ed.), Handbook of organizational behavior. Englewood Cliffs, NJ: Prentice-Hall: 315-345; and Hackman, J.R. (Ed.). 1990. Groups that work (and those that don't). San Francisco: Jossey-Bass.
48. The notion of process gains and losses is explained in more detail in J.R. Hackman's work. See Hackman, J.R. 1987. The design of effective work teams. In J.W. Lorsch (Ed.), Handbook of organizational behavior. Englewood Cliffs, NJ: Prentice-Hall: 315-345; and Hackman, J.R. (Ed.). 1990. Groups that work (and those that don't). San Francisco: Jossey-Bass.
49. Cascio, op. cit., 84.
50. Kurland & Bailey, op. cit., 59.
51. Geber, op. cit., 39.
52. Alexander, S. 2000. Virtual teams going global. Infoworld, 22(46): 55-56.
53. Ancona & Caldwell, op. cit. See also, Lichtenstein, R., Alexander, J.A., Jinnett, K., & Ullman, E. 1997. Embedded intergroup relations in interdisciplinary teams: Effects on perceptions of level of team integration. Journal of Applied Behavioral Science, 23(4): 413-434; and Timmerman, T.A. 2000. Racial diversity, age diversity, interdependence, and team performance. Small Group Research, 31(5): 592-606.
54. Ancona & Caldwell, op. cit. See also, Lichtenstein, R., Alexander, J.A., Jinnett, K., & Ullman, E. 1997. Embedded intergroup relations in interdisciplinary teams: Effects on perceptions of level of team integration. Journal of Applied Behavioral Science, 23(4): 413-434; and Timmerman, T.A. 2000. Racial diversity, age diversity, interdependence, and team performance. Small Group Research, 31(5): 592-606.
55. Ancona & Caldwell, op. cit. See also, Lichtenstein, R., Alexander, J.A., Jinnett, K., & Ullman, E. 1997. Embedded intergroup relations in interdisciplinary teams: Effects on perceptions of level of team integration. Journal of Applied Behavioral Science, 23(4): 413-434; and Timmerman, T.A. 2000. Racial diversity, age diversity, interdependence, and team performance. Small Group Research, 31(5): 592-606.
56. McLeod, P., Baron, R., Marti, M., & Yoon, K. 1997. The eyes have it: Minority influence in face-to-face and computer-mediated group discussion. Journal of Applied Psychology, 82(5): 706-718.
57. Gallupe, R.B., Bastianutti, L., & Cooper, W.H. 1991. Unblocking brainstorms. Journal of Applied Psychology, 76(1): 137-142. See also, Lam, S.S.K., & Shaubroeck, J. 2000. Improving group decisions by better pooling information: A comparative advantage of group decision support systems. Journal of Applied Psychology, 85(4): 565-573.
58. Gallupe, R.B., Bastianutti, L., & Cooper, W.H. 1991. Unblocking brainstorms. Journal of Applied Psychology, 76(1): 137-142. See also, Lam, S.S.K., & Shaubroeck, J. 2000. Improving group decisions by better pooling information: A comparative advantage of group decision support systems. Journal of Applied Psychology, 85(4): 565-573.
59. Cascio, op. cit., 82, 84.
60. Handy, op. cit., 4.
61. Kurland & Bailey, op. cit., 61.
62. Kurland & Egan, op. cit., 502.
63. See Caproni, P.J. 2001. The practical coach: Management skills for everyday life. Upper Saddle River, NJ: Prentice-Hall (see specifically Chapter 8, entitled quot;Diverse teams and virtual teams: Managing differences and distancesquot;: 247-287).
64. Emery, F.E. 1959. Characteristics of sociotechnical systems. London: Tavistock.
65. Geber, op. cit., 36; and Cascio, op. cit., 82.
66. Philips, J.M. 1998. Effects of realistic job previews on multiple organizational outcomes: A meta-analysis. Academy of Management Journal, 41(6): 673-690.
67. Joinson, C. 2002. Managing virtual teams. HRMagazine, 47(6): 69-73.
68. Geber, op. cit., 40.
69. Townsend, et al., op. cit., 26.
70. Haywood, M. 1998. Managing virtual teams; Practical techniques for high-technology managers. Boston: Artech House.
71. Handy, op. cit., 3, 4.
72. Kurland & Bailey, op. cit., 59.
73. Cascio, op. cit., 87.
74. For more information on the balanced scorecard, see: Kaplan, R.S., & Norton, D.P. 1996. Using the balanced scorecard as a strategic management system. Harvard Business Review, 74(1): 75-85.
75. Alexander, op. cit.
76. See, for example, Kraiger, K., & Ford, J.K. 1985. A meta-analysis of rater race effects in performance ratings. Journal of Applied Psychology, 70(1): 56-65. See also, Pulakos, E.D., Oppler, S.H., White, L.A., & Borman, W.C. 1989. Examination of race and sex effects on performance ratings. Journal of Applied Psychology, 74(5): 770-780.
77. See, for example, Kraiger, K., & Ford, J.K. 1985. A meta-analysis of rater race effects in performance ratings. Journal of Applied Psychology, 70(1): 56-65. See also, Pulakos, E.D., Oppler, S.H., White, L.A., & Borman, W.C. 1989. Examination of race and sex effects on performance ratings. Journal of Applied Psychology, 74(5): 770-780.
78. Baugh, S.G., Graen, G.B. 1997. Effects of team gender and racial composition on perceptions of team performance in cross-functional teams. Group & Organization Management, 22(3): 366-383. See also, Kirkman, B.L., Tesluk, P.E., & Rosen, B., in press. The impact of demographic heterogeneity and team leader-team member demographic fit on team empowerment and effectiveness. Group & Organization Management.
79. Baugh, S.G., Graen, G.B. 1997. Effects of team gender and racial composition on perceptions of team performance in cross-functional teams. Group & Organization Management, 22(3): 366-383. See also, Kirkman, B.L., Tesluk, P.E., & Rosen, B., in press. The impact of demographic heterogeneity and team leader-team member demographic fit on team empowerment and effectiveness. Group & Organization Management.
80. Brown, J.S., & Duguid, P. 1991. Organizational learning and communities of practice: Toward a unified view of working, learning, and innovation. Organization Science, 2(1): 40-57.
81. See Levenson, A., & Cohen, S.G., forthcoming. Meeting the performance challenge: Calculating ROI for virtual teams. In C.B. Gibson & S.G. Cohen (Eds.), Virtual teams that work: Creating the conditions for virtual team effectiveness. San Francisco: Jossey-Bass; and Levenson, A., forthcoming. ROI and strategy for teams and collaborative work systems. In M. Beyerlein, C. McGee, G. Klein, L. Broedling, & J. Nemiro (Eds.), The collaborative work systems field book. San Francisco: Jossey-Bass/Pfeiffer, for more information about assessing the costs and benefits of virtual teaming.
82. See Levenson, A., & Cohen, S.G., forthcoming. Meeting the performance challenge: Calculating ROI for virtual teams. In C.B. Gibson & S.G. Cohen (Eds.), Virtual teams that work: Creating the conditions for virtual team effectiveness. San Francisco: Jossey-Bass; and Levenson, A., forthcoming. ROI and strategy for teams and collaborative work systems. In M. Beyerlein, C. McGee, G. Klein, L. Broedling, & J. Nemiro (Eds.), The collaborative work systems field book. San Francisco: Jossey-Bass/Pfeiffer, for more information about assessing the costs and benefits of virtual teaming.
83. Levenson and Cohen, op. cit.