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Under what conditions do end-users perceive high value of HR Shared Service Centers?: A Service-Dominant logic perspective.

Spijkerman, B. (2014) Under what conditions do end-users perceive high value of HR Shared Service Centers?: A Service-Dominant logic perspective.

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Abstract:The establishment of shared service centers (SSC) for the delivery of human resources (HR) originates from long-term and strategic benefits (Janssen & Joha, 2006). Resource bundling give business units control to develop HR services together in order to gain cost-efficiency and to enhance service quality (Meijerink, Bondarouk, & Looise, 2013b). However, to reap these benefits HR SSCs have to offer services that create value for the ones who make use them: the end-users (Meijerink & Bondarouk, 2013). A theoretical approach that addresses value creation is the Service-Dominant (S-D) logic. Within the S-D logic, value is created collaboratively and reciprocally in interactions between the supplier and customer through the integration of knowledge, technology, and/or other resources (Vargo & Lusch, 2004). The customer relies on his or her own knowledge (hu-man capital) and interacts with the supplier to acquire knowledge (intellectual capital) for creating value (Priem, 2007). The integration of these resources takes place at the time of usage and therefore value can only be created and determined by the customer through consumption. The purpose of this research was to explore the way in which the knowledge resources of the HR SSC and the end-user combine to achieve a high end-user’s value perception.
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:http://purl.utwente.nl/essays/64826
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