Emerging shared service organizations and the service‐oriented enterprise

Purpose – Service‐orientation enables new organizational forms and organization initiate shared service centers (SSCs) to become shared service organizations (SSOs) or service‐oriented enterprises (SOEs). Services can be performed in‐house, shared or outsourced. However, this form of organization faces significant challenges and to date not much research has focused on capturing experiences in this domain. The aim of this paper is to identify critical management issues in the development of service‐oriented arrangements.Design/methodology/approach – The research used a combination of literature and case study research, whereby literature provided the theoretical foundations and the case study is used to identify the critical research challenges.Findings – Technological developments enable a service‐oriented approach, leading to new organizational forms and a shift towards a more market‐oriented type of control. The SOE is an enterprise that is modularized in business domains and organized around SSCs. New...

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