Success and failure factors of shared services : an IS literature analysis

Miskon, Suraya, Bandara, Wasana, Gable, Guy G., & Fielt, Erwin (2011) Success and failure factors of shared services : an IS literature analysis. In Osman, Abu, Alias, Rose Alinda, & Manaf, Azizah Abd (Eds.) Proceedings of the 2011 International Conference on Research and Innovation in Information Systems, IEEE, Seri Pacific Hotel, Kuala Lumpur, pp. 1-6.

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Organizations seeking improvements in their performance are increasingly exploring alternative models and approaches for providing support services; one such approach being Shared Services. Because of the possible consequential impact of Shared Services on organizations, and given that information systems (IS) is both an enabler of Shared Services (for other functional areas) as well as a promising area for Shared Services application, Shared Services is an important area for research in the IS field. Though Shared Services has been extensively adopted on the promise of economies of scale and scope, factors of Shared Services success (or failure) have received little research attention. This paper reports the distillation of success and failure factors of Shared Services from an IS perspective. Employing NVIVO and content analysis of 158 selected articles, 9 key success factors and 5 failure factors are identified, suggesting important implications for practice and further research.

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5 citations in Scopus
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ID Code: 48186
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: IS literature , NVIVO analysis, Shared services, Content analysis, Failure factors, Success factors
DOI: 10.1109/ICRIIS.2011.6125726
ISBN: 9781612842950
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > Information Systems
Copyright Owner: Copyright 2011 IEEE
Copyright Statement: Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from the IEEE.
Deposited On: 23 Jan 2012 23:12
Last Modified: 24 Jan 2012 20:46

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