The importance of intellectual capital in shared services centers: exploratory research on the contribution of three models of different areas of knowledge

In an economy based on knowledge, organizational knowledge and concomitantly its management initiate this to be considered a resource that must be captured and incorporated by organizations promoting innovation processes. In the context of shared services, by the essential characteristics of their own concepts of service and sharing, organizational knowledge, assumes or can assume different predominance due to more conventional models or new forms of shared services, such as the Competence Centers, Centers of Excellence, Centers of Expertise and Technical Centers. According to Nonaka, the creation of new knowledge takes place in a continuous process of transformation of tacit knowledge into explicit knowledge. Marciniak correlates the new models of shared services with the tacit and explicit knowledge. Domingues presents in the SSAM model the concept of intellectual capital as the driving force of innovation and quality service effectiveness. This study, using a qualitative approach and constructivist paradigm, develops an exploratory research that aims to explore new research directions and horizons at the confluence of these three models (Nonaka, SSAM and Marciniak) in knowledge management at shared service centers.