Technological innovation and sustainability of shared service: Insights from industry players

Shared service centre is a transformative organizational approach that fuels operational efficiency, cost reduction, and elevated service delivery across diverse industries. Technological innovation is paramount for driving organizational success, fostering competitive advantage, and enabling sustainable growth in today's dynamic business landscape. The purpose of this research article is to investigate the impact of technological innovations on the sustainability performance of shared service centers. Semi-structured email interviews were conducted with eleven practitioners from multinational shared services in Malaysia. The data was analyzed using structural and pattern coding, and six phases of thematic analysis were applied. The results reveal several themes related to innovative technologies in shared services, including robotic process automation, efficiency in service delivery, remote access, cost-effectiveness, customer satisfaction, and paper waste reduction, that practitioners consider relevant for sustainable performance in shared services. The findings have theoretical and managerial implications, emphasizing the significance of technological innovation approaches and sustainable performance in supporting technologies. This study provides insights for SSCs to adopt innovative technologies for improving their sustainability performance and achieving business goals.