Paper info

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

Joao Proenca , Raquel Soares and Filipa Lopes

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

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