Os centros de serviços compartilhados e seus modelos de negócios: uma revisão sistemática de literatura

Abstract

In the constant search for better performance, organizations have been challenged to transform the way they manage their corporate strategies throughout their trajectories to create, distribute and capture value in the markets where they operate. Since the early 2000s, sharing resources and capabilities in areas of business support has been one of the main missions of the Center for Shared Services Centers (CSC). This business model has been most frequently observed in large private corporations or public organizations, and has achieved enormous financial relevance, as well as managing hundreds of thousands of jobs. Through a systematic review of literature from 2000 to 2023, the objective of this research was to understand how the SSC business model has created, delivered, and captured value in the provision of its services, by knowing how academic theories have supported this evolution, plus analyzing how knowledge about SSCs has been shared, and found a gap regarding the scarcity of resources and capabilities in smaller companies while, for example, there is a surplus of intellectual capital in large SSCs generated by the advancement of new information technologies. In this sense, the greatest ambition of this study was to combine theoretical and practical reflections to foster new multi-directional actions to maximize the use of intellectual capital in a broader social and business context of business models to create, deliver and capture value if strategically managed to generate lasting benefits. The main contributions of this study were, therefore, to synthesize the evolution of SSCs, mapping how knowledge about SSC was shared around the world between 2000 and 2023, and to raise unprecedented discussions about maximizing the allocation of resources between large and small companies through value Co creation and service ecosystems.