Shared services: configurations, dynamics and performance

Abstract

Purpose

The purpose of this paper is to explore the configurations of shared service center (SSC) characteristics, their performance implications and the dynamics of SSC configurations during their implementation.

Design/methodology/approach

This study uses the capability-based view and configurational approach to suggest a model that explains performance outcomes of shared service configurations. Survey data are analyzed with a cluster analysis to examine shared service configurations in distinct stages of implementation. Moreover, a lifecycle framework of shared service configurations is conceptualized.

Findings

This study considers shared service configurations as operational capabilities to run corporate support activities. The purpose is to examine the configurations of those capabilities, their performance implications and their dynamics during the shared service implementation.

Practical implications

The findings help senior executives to effectively implement and transform shared services when deciding to renew corporates' support activities.

Originality/value

This study is one of the first that conceptually and empirically explores shared service configurations, performance and configurational dynamics.

Citation

Richter, P. (2021), "Shared services: configurations, dynamics and performance", Baltic Journal of Management, Vol. 16 No. 4, pp. 501-518. https://doi.org/10.1108/BJM-12-2020-0462