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Paper info: Shared services centres and business relationships dynamics: a case study research

Title


Shared services centres and business relationships dynamics: a case study research

Authors


Joao Proenca
University of Porto
Portugal
Joao Proenca ,
Raquel Soares
University of Porto
Portugal
Raquel Soares and Filipa Lopes

Place of Publication


The paper was published at the 34th IMP-conference in Sri Lanka in 2018.

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(400.3 kb)

Abstract


The aim of this paper is to explore Shared Service Centres (SSC) dynamics as an opportunity to develop business relationships practices creating value for business. The paper presents a case study research of an engineering SSC that provides global technical support to internal customers. The research examines the vast SSC literature, and calls the Industrial Marketing & Purchasing Group (IMP Group) authors to discuss business relationships and interaction dynamic processes to better understand the SSC activities and practices. The research reveals three main findings: how operations and practices are developed in SSC; how business interactions within the network can empower the SSC model considering the activities, the resources and the actors exchanged; and, how value is created within a Technical & Engineering SSC