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Sharing to improve services: an exploratory study of shared service centre capabilities
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posted on 2023-06-09, 02:53 authored by Mariana Pinho de Almeida, Desmond Doran, Athanasios PapadopoulosDespite the increasing attention shared services (SS) has received in the literature, very little research has explained the role of SS resources and capabilities in the achievement of SS goals. Using data collected at three Shared Service Centres (SSCs), this research addresses this gap and identifies specific human, organisational and technology resources, which were not available prior to SS. Additionally, ten SS capabilities are identified in four different categories: service delivery, relationship, transformation and knowledge management. Some capabilities seem to be related with certain goals, what may support managers in recognising the capabilities they should develop to achieve their goals.
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Publication status
- Published
File Version
- Accepted version
Presentation Type
- paper
Event name
EurOMA 2016 (23rd International Annual Conference of the European Operations Management Association)Event location
Trondheim, NorwayEvent type
conferenceEvent date
17-22 Jun 2016Department affiliated with
- Strategy and Marketing Publications
Full text available
- No
Peer reviewed?
- Yes
Legacy Posted Date
2016-09-14First Compliant Deposit (FCD) Date
2016-09-14Usage metrics
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