The importance of intellectual capital in shared services centers: exploratory research on the contribution of three models of different areas of knowledge

Abstract

A relevância do capital intelectual nos centros de serviços partilhados: pesquisa exploratória sobre o contributo de três modelos de diferentes áreas de conhecimentoThe importance of intellectual capital in shared services centers: exploratory research on the contribution of three models of different areas of knowledge This study, using a qualitative approach and constructivist paradigm, develops an exploratory research that aims to explore new research directions and horizons at the confluence of these three models (Nonaka, SSAM and Marciniak) in knowledge management at shared service centers.

A Conceptual Framework of Sustainability Balanced Scorecard to Enhance the Performance of Shared Service Centre

“…The establishment of the shared service achieves the economies of scale through the division of labour and the provision of improved services to the customers (Nasir, Abbott, & Fitzgerald, 2011;Domingues, Pinto, & Guterres, 2018). Defining and understanding the phenomena of the SSC is the specialization of work in the organisation.…”

“…SSC establish in a location where the resources focus provides the services internally or within the same group of the organisation (Schulman, Harmer, Dunleavy, & Lusk, 1999). The idea of the SSC emerged in the United States of America in the 1980s (Godse, 2012;Bondarouk, 2014;Ulbrich, 2015;Domingues et al, 2018;Marciniak, 2018). Daher (2018) stated that the fundamental aim of establishing the SSC is to save cost with the growth strategy of process optimization that enhances the service quality.…”

“…Typically, it is considered a cost centre entity based on SLA and connected to business units (Ulbrich, 2015). SSC is based on optimizing the people, capital, time, and resources available to support the multiple business units (Domingues et al, 2018).…”