Service operations strategy, flexibility and performance in engineering consulting firms

Abstract

In this paper, the relationship between operations strategy and performance through flexibility as a moderating variable is analysed within the service setting of engineering consulting firms in Spain. A framework for service strategy dimensions is suggested while manufacturing flexibility dimensions are applied to service operations considering necessary adaptations. A path analysis model is applied in order to enhance the understanding of interactions. This research proves that service operations strategy has a significant positive and direct effect on service delivery performance. The fact that is especially relevant is that flexibility plays a more intense moderating role for efficiency performance measures than for customer satisfaction performance measures.

Citation

Arias Aranda, D. (2003), "Service operations strategy, flexibility and performance in engineering consulting firms", International Journal of Operations & Production Management, Vol. 23 No. 11, pp. 1401-1421. https://doi.org/10.1108/01443570310501907