University of Twente Student Theses


Aligning HR Portal Use in a Shared Services Setting: A Structurational Approach

Kattelaar, Joost ten (2014) Aligning HR Portal Use in a Shared Services Setting: A Structurational Approach.

[img] PDF
Abstract:The human resources shared services model promises both cost reductions and improvements of the service delivery by blending the centralized and decentralized model in a hybrid shared service center (SSC). However, scientific research has been unable to uncover these theorized benefits in practice. Instead of focussing on the SSC itself, this thesis will study how SSCs are used by end-users. More specifically, this research will focus on how end-users’ interactions with HR portals conflict with HR-management’s prescribed use and aims to uncover the source of this conflicting behaviour. By means of a structuration based interview framework, 14 interviews with HR managers and end-users were conducted at a Dutch subsidiary of a multinational corporation. Findings presented in this paper show that actual use of the technologies were not in line with management’s envisioned use. Five themes of contradiction related to centralization and decentralization were identified as the source of these forms of conflict. Results of this empirical research imply that the success of the shared services model is depended on how managers can reduce contradiction of social structures related to centralization and decentralization as this would result in alignment of enacted and prescribed use.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:
Export this item as:BibTeX
HTML Citation
Reference Manager


Repository Staff Only: item control page