A user-oriented model for global enterprise portal design

Xu, Feng; Ehrenhard, Michel Léon; Hicks, Jeff; Maathuis, Stephanus Johannes; Hou, Yu

doi:10.1504/ijnvo.2010.032908

Cited by 2 publications

(1 citation statement)

References 29 publications

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“…Shilakes and Tylman (1998) view an online portal as an application that enables companies to unlock information and provide users with a single gateway to personalized information. Research shows that most SSCs rely on an online portal, which allows employees and managers to obtain information and operate self-services for enrolling in benefit plans, posting job vacancies, or applying for new job opportunities (Cooke, 2006;Farndale et al, 2009;Feng, Ehrenhard, Hicks, & Maathuis, 2010;Reilly, 2000).…”

Section: Online Portals and The Ssc's Hybrid Organizational Structurementioning

confidence: 99%

Structuring Shared Services: Realizing SSC Benefits Through End-Users’ Usage of an HR Portal

Meijerink¹,

Kattelaar²,

Ehrenhard³

2014

Advanced Series in Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this study is to explore the use of shared services by end-users and why this may conflict with the use as intended by the shared service center (SSC) management.Methodology/approach -By applying structuration theory, this empirical study draws on qualitative data obtained from semi-structured interviews with managers and end-users of an SSC. This SSC is part of a Dutch subsidiary of a multinational corporation that produces professional electronics for the defense and security market.Findings -We find two main types of shared services usage by end-users which were not intended by the SSC management: avoidance and window-dressing. These forms of unintended usage were the result of contradictions in social structures related to the centralization and decentralization models as appropriated by endusers and management.These studies overlook the fact that shared services are not always used as their designers intended and, therefore, that success depends on how the SSC's organizational structure is appropriated by end-users. As such, the originality of this study is our focus on the way shared services are used by their end-users in order to explain why SSCs succeed or fail in reaping their promised benefits.

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Section: Online Portals and The Ssc's Hybrid Organizational Structurementioning

confidence: 99%