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Values of HR Shared Services: Exploring cognitive maps by means of the Laddering technique

Hammami, Sara (2010) Values of HR Shared Services: Exploring cognitive maps by means of the Laddering technique.

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Abstract:Human Resource Shared Service Centers are of increasing interest for organizations following the trend to restructure the HR function. An optimization of delivering HR services via an Shared Service Center is supposed to result in higher efficiency, cost savings and improved quality. The perceptions of customers about the shared services are sparse researched yet and the values that an Shared Service Center provides to customers are not known. The goal of this research is to gain an understanding of the perceived value of the delivered shared services to customers of an Human Resource Shared Service Center. The target of this case study is an administrative shared service provider of the Dutch Ministry of Defense. Qualitative in-depth interviews, based on the Laddering technique, were conducted in order to explore customers' cognitive maps about the delivered shared services. The cognitive maps visualize the customers' way of reasoning, while revealing attributes, consequences and finally values about the shared services. The five strongest uncovered values related to shared services are: 1. Growing to one harmonized organization, 2. Trust in the Shared Service Center, 3. Support of the Shared Service Center, 4. Customized use of services and 5. Cost saving. The cost saving value is the only found value, that matches the goals and motives of shared services. The small overlap implies that there are discrepancies between customers' and implementers' perceptions about the value of shared services. However, the five revealed values indicate that administrative Human Resource Shared Service Centers are relevant in value creation and provide the selective scale for measuring the value judgment of shared services.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
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