Service flexibility: conceptualizing value creation in service

Abstract

Purpose

The purpose of this paper is to analyze the subject-specific literature on service and flexibility and derive a conceptualization of the linkages between provider flexibility and customers’ value creation.

Design/methodology/approach

The authors analyze existing perspectives on service and flexibility and propose linkages between provider flexibility and customer value creation.

Findings

Drawing on the service logic literature, and utilizing real-world examples, this paper advances propositions and a conceptual model of how flexibility can contribute to value creation.

Research limitations/implications

This paper establishes the basis for a practical and applicable flexibility perspective on value creation. It is particularly important for service-oriented providers and other firms operating in dynamic contexts.

Practical implications

The propositions and conceptual model offer suggestions on the manner in which provider flexibility contributes to customer value creation. Contextual influences that moderate provider flexibility in value creation are also included.

Originality/value

This paper contributes a novel perspective on service, which may serve as the starting point for the development of a more formal flexibility perspective on value creation.

Citation

Brozovic, D., Nordin, F. and Kindström, D. (2016), "Service flexibility: conceptualizing value creation in service", Journal of Service Theory and Practice, Vol. 26 No. 6, pp. 868-888. https://doi.org/10.1108/JSTP-09-2014-0219